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Solace · 4 hours ago

Workforce Manager

United States

Full-time

Remote

Senior Level

7+ years exp

Solace is a healthcare advocacy marketplace that connects patients and families to experts who help them understand and take charge of their personal health. The Workforce Manager will build and optimize the capacity, scheduling, and performance systems for the Customer Experience team, ensuring effective staffing and seamless experiences for customers.

Health CareMedicalOnline PortalsWellness

Responsibilities

Build and maintain accurate volume forecasts using historical data, seasonality, and business drivers to predict contact demand across all channels

Translate forecasts into hourly and daily staffing requirements to achieve service level targets

Partner with CX Leadership, Product, and Marketing to model operational impacts of new launches, campaigns, and policy changes

Perform variance analysis (forecast vs. actuals) to continuously improve forecasting accuracy

Own the creation, publication, and maintenance of agent schedules in Zendesk, ensuring optimal coverage during operating hours (M–F, 6 am–5 pm PT)

Manage PTO requests, schedule changes, and exceptions while balancing forecasted capacity and SLA goals

Monitor real-time queue performance and agent adherence, escalating issues and driving intraday adjustments as needed

Collaborate with CX Managers to communicate schedule expectations and manage intraday changes

Develop and maintain WFM dashboards and reports tracking key metrics including adherence, shrinkage, utilization, and occupancy

Deliver daily and weekly performance insights to guide staffing, training, and process improvement decisions

Identify trends (e.g., understaffing periods or overcoverage) and recommend data-backed solutions

Serve as the primary owner for Zendesk scheduling and WFM functionality

Partner with HR and CX Leadership on headcount tracking, timecard accuracy, and payroll preparation

Create and maintain SOPs for scheduling, timecard reconciliation, and PTO management

Evaluate and recommend additional WFM tools (e.g., Assembled, Tymeshift) to support team scaling

Qualification

Workforce ManagementZendeskData AnalysisGoogle SheetsPerformance MetricsBusiness JudgmentSOP CreationCommunication SkillsProblem SolvingTeam Collaboration