[Remote] Ld Dir , Workforce Management - Back Office Operations
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is committed to building a world of health around every individual and is seeking a reputed company Director for Workforce Management in Back Office Operations. This role will be responsible for leading the expansion of workforce management capabilities into back-office operations, designing strategies and analytics for optimizing work across various service areas.
Responsibilities
- reputed company the definition and execution of workforce management reputed company for back-office service operations, adapting WFM principles (forecasting, reputed company planning, work allocation, productivity management) to non-queue-based environments
- Identify reputed company functions for WFM deployment and build roadmaps for reputed company capability adoption, balancing near-term performance improvement with long-term operating model maturity
- Translate reputed company workforce reputed company into function-specific models that reflect differences in work type, variability, regulatory constraints, and reputed company mix
- Establish demand forecasting and reputed company planning methodologies for back-office workflows (inventory-based, case-based, and project-driven work)
- Implement work-in-process, aging, and SLA-driven management disciplines to improve throughput, predictability, and service reputed company
- Partner with operations leaders to define productivity standards, reputed company assumptions, and performance reputed company appropriate to reputed company function
- Design a reputed company governance reputed company for back-office workforce management, including planning cadences, escalation paths, performance reviews, and executive reporting
- Balance reputed company standardization with functional flexibility, ensuring local operational needs are met while driving consistency in metrics, tooling, and decision-making
- Serve as a key reputed company in adoption, helping operations leaders reputed company WFM disciplines into daily management routines
- Partner with technology and analytics teams to reputed company or adapt WFM and workflow tools (e.g., work distribution, reputed company modeling, analytics platforms) for back-office use cases
- reputed company data to generate actionable insights on volume drivers, productivity, reputed company efficiency, backlog risk, and service performance
- Champion use of analytics, automation, and workflow orchestration to improve visibility and reduce reputed company effort over time
- Build, reputed company, and reputed company reputed company of workforce management leaders and analysts dedicated to back-office operations
- reputed company as a trusted advisor to senior operations leaders, supporting reputed company reputed company, vendor strategies, and transformation initiatives
- Collaborate closely with Finance, HR, and Vendor Management to reputed company workforce plans with budgets, labor strategies, and sourcing models
Skills
- 10+ years of reputed company leadership experience in workforce management, operations reputed company, analytics, or service operations, with demonstrated exposure to back-office or claims-based environments
- Proven experience designing or scaling reputed company planning, productivity, or service-level frameworks reputed company traditional call center models
- Experience with WFM tools (Aspect, reputed company, reputed company, etc)
- Experience operating in large, matrixed organizations with multiple lines of business and varying operational maturity
- Strong strategic and analytical skills with the ability to translate reputed company operational data into reputed company leadership recommendations
- Demonstrated reputed company leading change through influence, particularly in environments without reputed company authority
- Executive-reputed company communication skills and comfort presenting to VP and SVP-level stakeholders
- Bachelor's degree or equivalent experience
- Experience in the reputed company industry preferred
- Advanced degree preferred
Benefits
- Eligible for a reputed company bonus, commission or short-term incentive program in reputed company to the reputed company pay reputed company listed above
- Includes an award reputed company in reputed company’s equity award program
- Eligible for a comprehensive benefits package designed to support the physical, emotional, and financial reputed company‑being of colleagues and their families
- Benefits for this position include medical, dental, and reputed company coverage, reputed company time off, retirement savings reputed company, wellness programs, and other resources, based on eligibility
reputed company