Role Summary 

The Manager, Workforce Management Scheduling leads a team of WFM Scheduling Analysts supporting both Contact Center and Back Office operations. This role owns schedule publication, real-time and intraday management, back office inventory and workload management across both environments, and is the primary escalation point for scheduling issues and staffing exceptions. 

What You'll Own 

Leadership & Team Management 

• Lead and develop a team of WFM Analysts supporting both Contact Center and Back Office operations, providing day-to-day coaching, performance management and professional development 

• Serve as the primary escalation point for scheduling issues, intraday staffing exceptions and real-time monitoring gaps across all functions 

• Foster a team culture grounded in operational accountability, data-driven decision making and strong partnership with the operational leaders they support 

• Onboard and train new WFM analysts, ensuring consistency in scheduling methodologies, tool usage and reporting standards across the team 

Scheduling Operations 

• Oversee the production and publication of schedules across Contact Center and Back Office functions, ensuring coverage requirements, service level goals and turnaround time (TAT) commitments are met 

• Ensure scheduling frameworks account for function-specific requirements, including multi-skill and multi-channel complexity for Contact Center and work type, complexity tier and regulatory TAT requirements for Back Office 

• Maintain and enforce scheduling policies and standards, including shift bid processes, time-off management, exception handling and schedule change procedures 

• Partner with the Director of Resource Planning to ensure staffing requirement outputs are accurately translated into executable schedules across all teams 

Real-Time Monitoring & Intraday Management 

• Oversee real-time monitoring operations across Contact Center queues and Back Office work queues, ensuring analysts are identifying and responding to intraday staffing variances promptly 

• Establish escalation protocols and intraday response playbooks that guide analysts in making consistent, well-reasoned adjustments when volume or staffing conditions deviate from plan 

• Review intraday performance trends regularly, partnering with operational supervisors to address adherence issues, unexpected volume spikes or staffing shortfalls before they impact service levels or TAT commitments 

• Ensure real-time monitoring standards and tools are consistently applied across both Contact Center and Back Office environments 

Back Office Inventory & Workload Management 

• Oversee daily and weekly work distribution and queue management processes for Back Office functions, ensuring inventory is assigned to the right staff at the right time based on skills, complexity and regulatory deadlines 

• Monitor inventory aging and TAT compliance across Claims, Utilization Management and other back-office functions, escalating risks to operational leaders before SLA or regulatory thresholds are breached 

• Partner with Back Office operational managers to adjust work assignment strategies in response to unexpected volume shifts, staff shortages or audit and compliance-driven prioritization needs 

Reporting & Performance Management 

• Establish a consistent reporting cadence for scheduling effectiveness, adherence, real-time performance and inventory health across both Contact Center and Back Office functions 

• Review and validate analyst-produced reports and dashboards before distribution to operational leaders, ensuring accuracy, clarity and actionable insights 

• Track and report on key WFM metrics including schedule adherence, occupancy, shrinkage, TAT compliance and inventory aging, identifying trends that require process or scheduling adjustments 

• Conduct regular one-on-ones and team performance reviews, using WFM metric outcomes to inform coaching priorities and development goals for analysts 

Cross-Functional Partnership & Continuous Improvement 

• Serve as the primary WFM Scheduling liaison to Contact Center and Back Office operational leaders, building trusted relationships and ensuring scheduling decisions are made with full operational context 

• Collaborate closely with the Resource Planning team to ensure smooth handoffs between capacity plans and scheduling execution, flagging gaps or misalignments early 

• Continuously evaluate scheduling processes, tools and workflows, identifying opportunities to improve efficiency, reduce manual effort and strengthen scheduling outcomes across both environments 

• Support the evaluation and implementation of WFM platform enhancements, serving as a key stakeholder in tool configuration, testing and rollout activities 

Leadership Competencies 

Integrity & Trust —  the threshold expectation for every role at HealthEdge, above and ahead of the competency framework. 

Core competencies for this role: 

• Lead & Inspire 

• Develop Self & Others 

What You Bring 

• 5+ years of progressive experience in workforce management, scheduling or real-time analysis, including experience across contact center and back office / operations environments 

• 2+ years of experience directly managing a team of WFM analysts or schedulers 

• Hands-on experience with WFM scheduling and real-time monitoring platforms (e.g., Verint, NICE, Genesys) as well as back-office work distribution tools 

• Strong working knowledge of scheduling policy design (shift bid, time-off, exception handling) and regulatory TAT requirements 

• Proven ability to serve as an escalation point and make sound, fast decisions during intraday staffing variances 

• Strong coaching and performance management skills 

What Success Looks Like 

• Schedules across Contact Center and Back Office consistently meet coverage, SLA and TAT commitments, with intraday variances caught and resolved before they affect service 

• The WFM Scheduling team operates with consistent methodology, tool usage and reporting standards across both environments 

• Analysts on the team are developing professionally, and operational leaders see WFM Scheduling as a reliable, well-run partner 

Geographic Responsibility:  Remote, US

Type of Employment: Full-time, permanent 

FLSA Classification (USA Only): Exempt 

Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:  

• The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.  

• Work across multiple time zones in a hybrid or remote work environment. 

• Long periods of time sitting and/or standing in front of a computer using video technology. 

• May require travel dependent on company needs. 

The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990.  Candidates may be required to go through a pre-employment criminal background check. 

#LI-Remote 

**The annual US base salary range for this position is $141,000 to $151,000. This salary range may cover multiple career levels at HealthEdge. Final compensation will be determined during the interview process and is based on a combination of factors including, but not limited to, your skills, experience, qualifications and education.