Role Summary
The Senior Manager, Resource Planning & Forecasting leads a centralized Resource Planning function serving both Contact Center and Back Office operations, establishing a single planning discipline across every workforce-intensive function. This role owns the accuracy and integrity of all volume, workload and staffing forecasts, builds and mentors the resource planning team, and is a trusted advisor to senior operational, Finance and HR leaders on workforce demand and staffing risk.
What You'll Own
Leadership & Strategy
- Lead and develop a centralized Resource Planning function that serves both Contact Center and Back Office operations, establishing a consistent planning discipline across all workforce-intensive functions
- Define the vision, standards and operating model for forecasting and capacity planning across the organization, ensuring methodologies are rigorous, repeatable and scalable
- Build and mentor a team of resource planning analysts, fostering a culture of analytical excellence, continuous improvement and strong cross-functional partnership
- Serve as a trusted advisor to senior operational, Finance and HR leaders on workforce demand, staffing risk and planning assumptions that inform business decisions
Forecasting & Planning Oversight
- Own the accuracy and integrity of all volume, workload and staffing forecasts across Contact Center and Back Office functions, setting standards for model governance and variance accountability
- Ensure forecasting models are maintained and continuously refined to reflect changes in business drivers, productivity assumptions, regulatory requirements and operational realities
- Oversee the production of short-range and long-range staffing requirement outputs, ensuring planning horizons and lead times are sufficient to drive timely hiring and operational decisions
- Drive alignment between Resource Planning outputs and downstream WFM scheduling teams, ensuring capacity plans translate effectively into executable staffing and work distribution models
Cross-Functional Partnership
- Partner closely with Finance during budget cycles to ensure headcount plans are grounded in validated demand forecasts and productivity assumptions
- Collaborate with HR and Talent Acquisition to translate staffing requirement outputs into actionable hiring timelines, ensuring workforce gaps are addressed proactively
- Engage regularly with Contact Center and Back Office operational leaders to align on planning assumptions, communicate capacity risks and build shared accountability for forecast accuracy
- Work in close partnership with the WFM Scheduling and Real-Time Monitoring teams to ensure a seamless handoff between capacity planning outputs and day-to-day scheduling execution
Reporting, Insights & Continuous Improvement
- Establish a consistent cadence of capacity outlook reporting for senior leadership, providing clear visibility into staffing risks, hiring needs and planning confidence levels across all functions
- Champion the use of data and analytics to drive planning decisions, identifying opportunities to improve forecast accuracy, reduce variance and strengthen the organization's planning maturity
- Lead post-mortem reviews of significant forecast variances, translating findings into model improvements and updated planning assumptions
- Evaluate and implement workforce planning tools and technologies that enhance the team's forecasting capabilities and operational efficiency
Governance & Compliance
- Ensure back-office capacity plans reflect applicable regulatory turnaround requirements (e.g., CMS timelines for Utilization Management determinations), embedding compliance considerations into planning models and staffing recommendations
- Maintain documentation of planning methodologies, assumptions and model logic to support auditability, knowledge transfer and organizational consistency
- Define and monitor key performance indicators for the Resource Planning function itself, including forecast accuracy, planning cycle timeliness and stakeholder satisfaction
Leadership Competencies
Integrity & Trust — the threshold expectation for every role at HealthEdge, above and ahead of the competency framework.
Core competencies for this role:
What You Bring
- 7 or more years of progressive experience in workforce planning, forecasting or capacity planning, including experience spanning both contact center and back office / operations environments
- 3 or more years of experience building and leading a team of analysts or planners
- Demonstrated ability to build a planning discipline and operating model from the ground up, including standards, governance and model methodology
- Strong track record partnering with Finance and HR on headcount planning, budget cycles and hiring timelines
- Executive-level communication skills; comfort presenting capacity risk and planning confidence to senior leadership
- Working knowledge of regulatory turnaround requirements relevant to health plan operations (e.g., CMS UM determination timelines)
What Success Looks Like
- Contact Center and Back Office operate under one consistent, well-governed planning discipline with forecast accuracy tracked and improving over time
- Senior leadership has reliable, recurring visibility into staffing risk, hiring needs and planning confidence across every workforce-intensive function
- The Resource Planning team is a trusted, high-functioning partner to Finance, HR and operational leadership, and analysts are developing into stronger planners under the Director's mentorship
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.
