United States onlyRole Overview
The Workforce Operations Senior Manager, reporting to the SVP Customer Advocacy Operations, WFM and Capacity Planning, is responsible for supporting the design, execution, and continuous improvement of workforce management strategies to optimize workload and staffing across all channels (telephony and messaging) and service lines. Key areas are short-term forecasting, scheduling, and real-time administration. You will contribute to evolving workforce models that leverage emerging product innovations, helping the business improve margins. You will provide operational insights to leadership, support large-scale business transformations, and contribute to short-term and long-term business planning. As a hands-on manager, you and your team will manage service levels to fulfill Transcarent's commitments and achieve corporate objectives.
A Day in the Life…
- Articulate the operational strategy to influence leadership and contribute to business planning efforts that drive sustainable, scalable growth
- Support scheduling, short-term planning, for all areas of the business, including the implementation of WFM services into unsupported areas
- Execute Workforce Planning strategies (e.g., part-time or flexible schedules) to appropriately deliver Transcarent’s current and future portfolio of service lines
- Support the development of operating models to deploy critical business innovations with minimal disruption to routine service
- Contribute operational requirements for investments in technology-enabled WFM tools
- Collaborate with Practice Leads to execute operational models that support rapid growth while delivering customer commitments and quality
- Partner with Practice Leads to pilot and refine alternative scheduling strategies to effectively service predictable demand peaks and new business growth
- Execute Workforce Management operational strategies to consistently deliver targeted service results, minimizing over- and under-serving accounts. Manage team responsibilities:
- Deliver accurate and precise short-term forecasts within defined tolerance margins
- Support the execution of remote work strategies with flexible scheduling and delivery models
- Assist in integrating BPO schedules and staff to support ongoing operationalization of key goals
- Ensure Real Time Administration of staff schedules are aligned with departmental goals
What We Are Looking For…
- Bachelor's degree or high school degree with 4 years of professional experience
- 7+ years of operations-related experience in a multi-channel service call center environment including at least 5 years of WFM experience
- 2+ years of experience in a people leader capacity – Preferably experience managing Managers
- Proven success executing operational initiatives and producing deliverables in a fast-paced environment; measuring results and achieving targeted outcomes
- Demonstrated people leadership experience managing effective teams
- Strong experience with data analysis, statistical analysis, and leveraging data to drive results
- Excellent written and verbal communication skills with the ability to articulate complex ideas clearly and concisely
- Strong business acumen; analytical and inquisitive mindset
Who we are
Transcarent and Accolade have come together to create the One Place for Health and Care, the leading personalized health and care experience that delivers unmatched choice, quality, and outcomes. Transcarent’s AI-powered WayFinding, comprehensive Care Experiences – Cancer Care, Surgery Care, Weight – and Pharmacy Benefits offerings combined with Accolade’s health advocacy, expert medical opinion, and primary care, allows us to meet people wherever they are on their health and care journey. Together, more than 20 million people have access to the combined company’s offerings. Employers, health plans, and leading point solutions rely on us to provide trusted information, increase access, and deliver care.
We are looking for teammates to join us in building our company, culture, and Member experience who:
- Put people first, and make decisions with the Member’s best interests in mind
- Are active learners, constantly looking to improve and grow
- Are driven by our mission to measurably improve health and care each day
- Bring the energy needed to transform health and care, and move and adapt rapidly
- Are laser focused on delivering results for Members, and proactively problem solving to get there
Total Rewards
Individual compensation packages are based on a few different factors unique to each candidate, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal equity.
Salary is just one component of Transcarent's total package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock options.
Our benefits and perks programs include, but are not limited to:
- Competitive medical, dental, and vision coverage
- Competitive 401(k) Plan with a generous company match
- Flexible Time Off/Paid Time Off, 12 paid holidays
- Protection Plans including Life Insurance, Disability Insurance, and Supplemental Insurance
- Mental Health and Wellness benefits
Transcarent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you are a person with a disability and require assistance during the application process, please don’t hesitate to reach out!
Research shows that candidates from underrepresented backgrounds often don’t apply unless they meet 100% of the job criteria. While we have worked to consolidate the minimum qualifications for each role, we aren’t looking for someone who checks each box on a page; we’re looking for active learners and people who care about disrupting the current health and care with their unique experiences.
