CuraLinc Healthcare · 14 hours ago
Workforce Management Manager
United States
Full-time
Remote
Mid, Senior Level
4+ years expCuraLinc Healthcare is seeking a Workforce Management Manager to optimize performance and efficiency within their 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.
ConsultingHealth CareMental HealthWellness
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
Qualification
Required
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)
Preferred
Experience in Healthcare, Behavioral Health, or EAP Environments
Management Experience
Benefits
100% company-paid single tier medical coverage insurance
PTO
401(k) with match
Dental
Vision
Life
Disability insurance
Company
CuraLinc Healthcare
CuraLinc Healthcare is a mental health wellness program that supports employees and students with assistive well-being program services.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Lightyear Capital
2024-08-12Private Equity
Leadership Team
David Pawlowski
Chief Operating Officer
Hannah Harnack
Senior Manager of Partner Success
Recent News
MedCity News
2025-09-19
Company data provided by crunchbase