Member Care Operations Workforce Optimization Lead
Core
Lead global workforce management strategy, forecasting, and optimization for Member Care Operations across multiple channels and regions. (via careerplan.io/jobs/3b37b936-0323-40c1-bedb-acb13645e0a3-member-care-operations-workforce-optimization-lead-at-neko-health)
Role type
Senior Workforce Optimization Lead
Builds
Global demand forecasts, capacity plans, schedules, and scalable WFM processes for a preventative healthcare service.
Domain
Healthcare / Workforce Management
Deliverable
production ML models
Required skills
Workforce management strategy, demand forecasting, capacity planning, scheduling, WFM tooling, data analytics, SQL, Excel/Sheets, stakeholder management, labor law compliance
Preferred skills
Healthcare domain experience, building WFM from early stage, process automation, AI workflows
Technologies
NICE, Verint, Assembled, Genesys, Zendesk, SQL, BI tools
Responsibilities
Build and maintain global/regional demand forecasts; create capacity plans and schedules; plan staffing for new market launches; manage real-time operations and intraday changes; own scheduling processes; track and report on key metrics; produce global headcount plans; design scalable WFM processes; evaluate and optimize WFM tooling; coach regional leads.
Seniority
Senior, hands-on IC
