Manager Workforce Management

Building Brighter Futures, One Smile at a Time!

The Manager Workforce Management will lead the Workforce Management team while providing strategic support to various Business Operations teams. This role will focus on driving operational efficiencies through strategic recommendations in key areas. The individual will play a critical role in supporting the development of both long-term and short-term forecasting by leveraging scheduling tools and processes. The position will help Liberty optimize a range of workstreams, including email, web chat, texting, IVR, and traditional communication channels, ensuring cost-effective solutions are implemented across the organization. Additionally, this role is responsible for delivering data-driven insights and analytics to support various departments, audits, and RFPs.

Job Summary Details

• Lead the Workforce Management team, including WFM Analysts, Reporting Specialists, Forecast Analysts, and Data Analysts.

• Manage forecasting, scheduling, and planning data to support multiple Business Operations departments.

• Analyze business trends using data to enhance efficiency and refine operational processes.

• Collaborate with Contact Center leadership, IT, Telecom staff, and vendors to optimize resource utilization, ensuring efficiency and customer satisfaction.

• Oversee the accuracy and timeliness of data and reports generated by the Workforce Management team.

• Contribute to strategic business planning related to forecasting and resource management.

• Partner with relevant management teams to collectively meet service level and response time objectives across all departments.

• Manages the process of updating, tracking, and trending workflow data and agent activity through the daily Workforce Management system.

• Facilitate communication between Operations, Recruiting, Training, Quality, and Executive Management to align on goals and foster a customer-focused environment.

• Lead LEAN initiatives to drive process improvements within the business unit(s).

• Ensure compliance with regulatory requirements specific to the business unit(s).

Education/Experience

• 4 Year / Bachelors Degree in Business Administration, Economics, Operations Management, or related field.
• 4+ years of supervisory experience with a demonstrated ability to lead and develop teams.
• 5+ years of business operations experience with a focus on workforce management.
• Healthcare delivery experience preferred, with a strong understanding of industry-specific challenges.
• Expert knowledge of workforce management systems and technical skills to optimize operations.
• Lean Six Sigma trained: Certified Green Belt or higher preferred.

Location

Our employees are distributed in office locations in multiple markets across the United States. We are unable to hire or allow employees to work outside of the United States. Ideal candidates will reside near one of our office locations in Tustin, CA, Las Vegas, NV, Oklahoma City, OK, Uniondale, NY, or Tampa, FL. There will be occasional onsite visits to various office locations.

What Liberty Offers

Happy, healthy employees enhance our ability to assist our members and contribute more actively to their communities. That’s why Liberty offers competitive and attractive benefit packages for our employees. We strive to care for employees in ways that promote wellness and productivity.

Our first-class benefits package supports employees and their dependents with:

• Competitive pay structure and savings options to help you reach your financial goals.

• Excellent 401(k) retirement benefits, including employer match, Roth IRA options, immediate vesting during the Safe Harbor period, and access to professional financial advice through Financial Engines.

• Affordable medical insurance, with low-cost premiums for employee-only coverage. Liberty subsidizes the cost for eligible dependents enrolled in the plan.

• 100% employer-paid dental coverage for employees and eligible dependents.

• Vision insurance with low-cost premiums for employee-only coverage and dependents.

• Company-paid basic life and AD&D insurance, equal to one times your base salary, with options to purchase additional supplemental coverage.

• Flexible Spending Accounts for healthcare and dependent care expenses.

• Voluntary benefit programs, including accident, critical illness, and hospital indemnity insurance.

• Long-term disability coverage.

• Expansive wellness programs, including company-wide wellness challenges, BurnAlong memberships, and gym discounts.

• Employee Assistance Program (EAP) to support mental health and well-being.

• Generous vacation and sick leave policies, with the ability to roll over unused time.

• 10 paid company holidays.

• Tuition reimbursement for eligible educational expenses.

• Remote or hybrid work options available for various positions.

Compensation

In the spirit of pay transparency, the base salary range for this position is $72,900 - $111,800, not including fringe benefits or potential bonuses. At Liberty, your final base salary will be determined by factors such as geographic location, skills, education, and experience. We are committed to pay equity and also consider the internal equity of our current team members when making final compensation decisions.

Please note that the range listed represents the full base salary range for this role. Typically, offers are not made at the top of the range to allow for future salary growth.

Liberty Dental Plan commits to maintaining a work environment that acknowledges all individuals within the workplace and will continue to engage in practices that are inclusive of all backgrounds, experiences, and perspectives. We strive to have every person within the organization have a sense of belonging while encouraging individuals to unleash their full potential. Liberty will leverage diverse perspectives in building high performance teams and organizational culture. 

Liberty Dental Plan will continue to strengthen and develop external partnerships by providing equitable health care access and improving population health in the communities we serve. 

We comply with all applicable laws and regulations on non-discrimination in employment, recruitment, promotions, and transfers, as well as work authorization and employment eligibility verification requirements.

Sponsorship and Relocation Specifications

Liberty Dental Plan is an Equal Opportunity Employer / VETS / Disabled.

No relocation assistance or sponsorship available at this time.