Workforce Optimization Manager

Workforce Optimization Manager

The Workforce Optimization Manager is the analytical engine of Operations and is responsible for forecasting, capacity planning, scheduling, scenario modeling, and performance analysis across all operational lanes supporting the client. This individual‑contributor role manages workforce planning for three distinct service types: inbound enrollment calls, outbound engagement calls, and long‑term case management—each requiring unique forecasting methodologies and operational strategies.

The Purpose of Your Role

In this role, you will lead multi horizon forecasting, scenario modeling, capacity planning, scheduling, workflow optimization, KPI validation, and risk mitigation for a complex, high volume patient engagement program.

You will support three operational lanes:

• Inbound & Outbound Calls: Traditional call center forecasting, scheduling, and service performance planning.
• Case Management (Largest & Most Complex Lane): Long term caseload capacity planning, patient lifecycle forecasting, workload distribution modeling, and staffing projections for future patient cohorts.

You will partner closely with internal stakeholders and client contacts to ensure operational readiness, alignment on forecasting assumptions, and data driven decision making that improves performance and patient outcomes. Your work will ensure we have the right number of specialists, with the right skills, at the right time—for both real time needs and long horizon caseload demands.

The Qualifications We’re Looking For

• Bachelor’s Degree or equivalent relevant experience required.
• 5+ years of workforce management, capacity planning, data analytics, or related operations experience.
• Experience managing forecasting and capacity planning across multiple operational lanes.
• Strong modeling skills, including scenario planning, multi‑horizon forecasting, and caseload capacity simulations.
• Experience supporting healthcare, patient‑support programs, or long‑term case‑based work is strongly preferred.
• Strong communication and client‑facing skills; able to explain complex modeling to non‑technical audiences.
• Advanced Excel modeling skills; experience with WFM platforms is preferred.
• Ability to operate autonomously while partnering cross‑functionally with Operations, Quality, Certification, and Client Results.
• Demonstrated ability to manage ambiguity and solve complex, multi‑variable operational challenges.
• Experience owning internal calibration sessions and presenting recommendations based on KPI trends.

The Competencies You Bring

*Communication / Persuasion / Influence * Conceptual Thinking * Dealing with Ambiguity * Business Acumen * Problem Solving * Technical & Functional Expertise * Stakeholder Partnership

The Value You Deliver

Forecasting & Capacity Planning

• Lead daily, weekly, monthly, and long‑term forecasting across inbound, outbound, and case‑management operational lanes.

• Develop and maintain capacity models, including scenario planning for volume changes, staffing adjustments, and patient cohort impacts.

• Build and present monthly and quarterly forecasting decks with insights, risks, and recommendations.

Advanced Case‑Management Capacity Modeling

• Model caseload‑to‑specialist ratios to ensure balanced, high‑quality patient support.
• Forecast patient lifecycle workload across 18‑month care journeys to anticipate capacity needs by stage of engagement.
• Build staffing plans based on future patient‑volume cohorts and anticipated program growth.
• Design models for outreach cadence, workload pacing, and strategy‑driven patient engagement requirements.
• Conduct workload distribution analytics to balance caseloads across specialists and prevent variance in productivity or patient experience.
• Utilize case‑mix forecasting to account for varying complexity and intensity across patient profiles.
• Manage non–SLA‑based workload pacing to ensure sustainable patient engagement and timely follow‑ups.
• Recommend workflow and process optimizations to increase specialist capacity and improve patient outcomes.

Scheduling, Planning & Operational Visibility

• Own schedule creation, maintenance, optimization, and updates across all lanes.

• Ensure schedules align with forecasted workload, caseload strategies, and patient‑engagement requirements.

• Maintain documentation, SOPs, and version control for forecasting and scheduling changes.

Hybrid Real‑Time Visibility & Risk Identification

• Provide intraday visibility into volumes, performance, and capacity for inbound and outbound lanes.

• Identify risks, deviations from plan, and staffing misalignments.

• Recommend adjustments to Client Results Team (who own execution) to mitigate performance risk.

• Monitor pacing and workload distribution within the case‑management lane to maintain balanced daily workloads.

Cross‑Functional & Client Partnership

• Partner with Client Results, Operations, Quality, and Training to ensure alignment of operational strategy and staffing plans.

• Join client meetings to validate forecasting assumptions, review KPI trends, discuss capacity risks, and recommend improvements.

• Maintain a professional client‑facing WFM calendar and communication cadence.

Essential Job Functions

• Ability to sit or stand at a desk for extended periods while working on a computer.

• Availability for virtual meetings in a distraction-free environment.

• Ability to work independently and meet deadlines.

• Flexibility to support scheduling adjustments and real-time monitoring.

• Ability to travel up to 15% per year.

About Liveops