Workforce Management Manager
CuraLinc Healthcare is seeking a Workforce Management Manager to optimize performance and efficiency within our EAP Clinical Operations contact center. This role is primarily responsible for forecasting demand and capacity, building schedules, managing real-time performance, and producing reporting and analytics that drive operational decisions and improved member experience. The Workforce Management Manager will partner closely with clinical operations leadership and finance to improve service levels, workforce utilization, and care access while supporting a high-performing, clinically-focused Care Advocate team. CuraLinc Healthcare delivers transformative mental health care fueled by connectivity, marrying technology and personalized advocacy to support thousands of the world's best employers and millions of their employees throughout their mental health care journey. CuraLinc Healthcare is a service-driven organization whose employees are treated with professionalism and respect. We believe that "a chain is only as strong as its weakest link" and, therefore, look to hire high-performing professionals with outstanding experience, work ethic and character. We strive to provide all selected applicants with a smooth recruitment experience. Therefore, we ask that you complete an application for employment via curalinc.com/careers or this posting's easy apply. If you are selected for a position with CuraLinc, we will not ask for personal or financial information via email. Should you have any questions or concerns, please contact us via [email protected]. Primary Responsibilities
- Build and Own Long-Term and Short-Term Capacity Models: Forecast Call Volume, Staffing Needs, and Capacity Requirements Based on Trends and Business Changes
- Create and Maintain Schedules that Meet Service Level Targets and Operational Coverage Needs
- Monitor Real-Time Staffing, Queue Performance, and Adherence; Recommend Intra-Day Adjustments
- Track and Report Key Performance Metrics (E.G., Service Level, Abandonment, AHT, Occupancy, Shrinkage, Adherence)
- Deliver Insights and Recommendations to Improve Efficiency, Throughput, and Operational Consistency
- Support Performance Improvement Initiatives Across Workflows, Staffing Models, and Reporting Accuracy
- Partner with Operations, Quality, and Training to Support Ongoing Optimization Efforts
- Partner with Finance to Establish, Analyze and Understand Over/Under to Staffing Targets
- Assist in Optimizing Online Scheduling Capacity and Processes for Counseling, Coaching, and Work-Life Services to Improve Access, Utilization, and Operational Efficiency
- Maintain Workforce Planning Documentation, Reporting Standards, and Operational Best Practices
- Other Duties as Assigned
Required/Minimum Qualifications
- 4+ Years of Workforce Management Experience in a Call Center or Member Services Environment
- Bachelor’s Degree in Business, Analytics, Operations, Healthcare Administration, or Related Field (or Equivalent Experience)
- Strong Analytical Skills with Proven Ability to Translate Data into Operational Improvements
- Advanced Excel Proficiency and Experience Building Reporting/Dashboards
- Excellent Communication and Cross-Functional Collaboration Skills
- Ability to Manage Multiple Priorities in a Fast-Paced Environment
- Required: Experience with RingCentral, RingCX and Collabrio (Contact Center Analytics / WFM Tools)
- Experience in Healthcare, Behavioral Health, or EAP Environments Preferred
- Management Experience Preferred
This is a full-time, salaried role, located in the continental United States and Hawaii, and includes a robust benefits package, with 100% company-paid single tier medical coverage insurance, PTO, 401(k) with match, dental, vision, life, and disability insurance. CuraLinc is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, age, national origin or disability. Apply tot his job Apply To this Job