Sr. Manager Workforce Management

Founded in 1977 as the Senior Care Action Network, SCAN began with a simple but radical idea: that older adults deserve to stay healthy and independent. That belief was championed by a group of community activists we still honor today as the "12 Angry Seniors." Their mission continues to guide everything we do.

Today, SCAN is a nonprofit health organization serving more than 500,000 people across Arizona, California, Nevada, New Mexico, Texas, and Washington, with over $8 billion in annual revenue. With nearly five decades of experience, we have built a distinctive, values-driven platform dedicated to improving care for older adults.

Our work spans Medicare Advantage, fully integrated care models, primary care, care for the most medically and socially complex populations, and next-generation care delivery models. Across all of this, we are united by a shared commitment: combining compassion with discipline, innovation with stewardship, and growth with integrity.

At SCAN, we believe scale should strengthen-not dilute-our mission. We are building the future of care for older adults, grounded in purpose, accountability, and respect for the people and communities we serve.

Sr Manager, Workforce Management

Fully Remote

The job

The Senior Manager, Workforce Management (WFM) leads enterprise workforce planning, forecasting, scheduling, and real-time operations for contact center environments supporting members and providers. This role ensures optimal staffing, regulatory compliance, and cost-effective operations through data-driven workforce strategies, automation, and advanced analytics.

You will

Workforce Planning & Forecasting Develop and execute short-and long-term workforce plans aligned with enrollment growth, seasonal demand, benefit changes, and regulatory requirements. Conduct ongoing workforce analysis to identify staffing needs, risks, and capacity gaps, ensuring optimal service levels and resources utilization.

Deman Forecasting & Capacity Management Own multi-channel demand forecasting across calls, chat, email, IVR, and digital channels. Leverage advanced forecasting models incorporating enrollment data, claims cycles, CMS mandates, and policy-driven volume drivers. Continuously improve forecast accuracy through performance monitoring and model optimization.

Scheduling & Real-Time Workforce Operations Oversee automated scheduling strategies that balance coverage, labor cost, and operational efficiency. Lead intraday and real-time workforce management, including adherence monitoring, reforecasting, exception management, overtime controls, and contingency staffing plans to maintain service-level standards.

Workforce Performance Analytics & Reporting Define, track, and manage workforce KPIs including service level, ASA, abandonment, occupancy, shrinkage, adherence, and cost per contact. Deliver executive-ready dashboards and reporting that translate workforce data into actionable insights and operational recommendations.

Workforce Technology & Automation Enablement Own and optimize workforce management platforms (e.g., NICE, Aspect, Genesys WFM). Lead automation initiatives across forecasting, scheduling, intraday management, and reporting to improve scalability, accuracy, and operational maturity. Partner with IT on system integrations across WFM, telephony, CRM, enrollment, and claims platforms.

Financial Management & Scenario Modeling Manage labor budgets and conduct scenario modeling to evaluate staffing strategies, automation investments, and operational trade-offs. Perform ROI analysis to support financial planning, workforce investments, and executive decision-making.

Compliance, Risk & Governance Ensure workforce practices comply with CMS requirements, state regulations, labor standards, and internal policies. Maintain audit-ready workforce documentation and proactively identify and mitigate workforce-related access, compliance, and operational risks.

Leadership & Collaboration Lead and develop WFM managers, planners, schedulers, and real-time analysts. Establish performance expectations, succession planning, and capability development within the WFM team. Partner closely with Operations, Member Experience, Finance, HR, IT, Compliance, and Quality teams to support enterprise initiatives.

Continuous Improvement & Innovation Champion continuous improvement through analytics, automation, and process optimization. Monitor industry trends and emerging workforce technologies to advance workforce maturity and operational effectiveness.

All other duties as assigned.

We seek Rebels who are curious about AI and its power to transform how we operate and serve our members.

Your Qualifications

• Bachelor's Degree or equivalent experience
• 8-10+ years of workforce management experience in a contact center or regulated environment Proven leadership across forecasting, scheduling, real-time operations, and workforce automation Experience managing enterprise WFM platforms and analytics
• Healthcare, insurance, or highly regulated industry experience Enterprise, multi-site contact center environment
• Leadership- Lead and inspire teams to achieve
• Problem Solving-- Strong problem-solving skills
• Communication- Advanced communication and interpersonal skills
• Workforce Planning and Forecasting: Understanding of labor market trends and workforce analytics. Proficiency in using workforce planning tools and software. Knowledge of organizational development and change management principles.
• Strong understanding of contact center KPIs and performance drivers
• Proficiency in workforce management systems and automation tools
• Data-driven decision-making and executive-level reporting skills.
• Strong leadership, strategic thinking, and cross-functional collaboration
• Ability to translate complex data into actionable business insights
• Strong project management and organizational skills

What's in it for you?

• Base Salary Range: $125,400-$181,419
• Work Mode: Remote
• An annual employee bonus program
• Robust Wellness Program
• Generous paid-time-off (PTO)- 11 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer days
• Excellent 401(k) Retirement Saving Plan with employer match
• Robust employee recognition program
• Tuition reimbursement
• An opportunity to become part of a team that makes a difference to our members and our community every day!

We're always looking for talented people to join our team! Qualified applicants are encouraged to apply now!

At SCAN we believe that it is our business to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects our community through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more.

SCAN is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, age, marital status, disability, protected veteran status or any other status protected by law. A background check is required. #LI-JR1

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)