Connie Health · 2 days ago
Workforce Management Manager
Boston, MA
Full-time
Hybrid
Senior Level
5+ years expConnie Health is a fast-growing Medicare brokerage on a mission to empower older Americans to make confident, worry-free Medicare plan decisions. The Workforce Management Lead Manager is responsible for leading and managing the contact center scheduling staff, ensuring accurate forecasting and appropriate scheduling to optimize resource utilization and meet operational goals.
Health Care
Responsibilities
Lead, mentor and manage a team of WFM analysts
Oversee daily activities and ensure the team is equipped with the necessary information and tools for effective forecasting and scheduling
Ensure the team accurately analyzes, forecasts, and plans contact center volume and resource needs across multiple channels (e.g., voice, chat, email)
Develop, implement, and continuously oversee the WFM scheduling systems, processes, and operating structure
Define and enforce scheduling policies to maximize efficiency and service levels
Monitor and manage resource deployment to ensure operational goals are met within defined resource and budget targets
Work closely with operations leadership, Finance and HR teams to align on hiring, agent management and scheduling strategy with business needs and long-term organizational strategy
Provide executive-level reporting on key WFM metrics, schedule adherence, resource utilization, and forecasting accuracy
Qualification
Required
A minimum of 5 years of experience in Workforce Management, with at least 2-3 years in a leadership or managerial capacity, preferably within a high-volume contact center environment
A Bachelor's degree is typically required (preferably in Business Administration, Operations Management, Finance, or a related quantitative field)
Demonstrated ability to perform complex data analysis, statistical modeling, and interpret large data sets to drive strategic scheduling and staffing decisions
Proven track record of developing and implementing process, policy, and operating structure improvements within a WFM function
Ability to translate high-level operational goals and budget constraints into tactical scheduling plans
Excellent verbal, written, and presentation skills, with the ability to clearly articulate complex WFM concepts to both technical staff and executive leadership
Preferred
Experience in medicare sales organization is a nice to have but not required
Experience with Looker and Five9 are nice to have but not required
Benefits
Generous vacation policy and generous holiday observances.
Hybrid work schedule with designated in-office days at our new, fully stocked office.
Comprehensive health insurance plans.
401k with company match.
Company
Connie Health
Connie Health empowers older Americans to make confident, worry-free healthcare decisions.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$16MKey Investors
Khosla Ventures,Pitango VCKhosla Ventures
2021-07-28Series A· $13M
2020-02-01Seed· $3M
Leadership Team
Oded Eran
Co-Founder & CEO
David Luna
Co-Founder and President
Recent News
flybridge
2025-06-20
2024-01-19
Company data provided by crunchbase