Director Workforce Optimization

The Director Workforce Optimization is a strategic and operational leader responsible for designing, implementing, and managing workforce strategies that drive performance and efficiency across both call center and field-based teams delivering in-home patient services. This role oversees forecasting, scheduling, and real-time resource coordination to ensure optimal staffing, high-quality service delivery, and operational excellence. Acting as a central command for workforce deployment, the Director ensures timely, efficient, and effective patient engagements.

Strategic Leadership & Execution:

• Define and execute workforce optimization strategies aligned with business and operational goals.
• Own forecasting, capacity planning, and scheduling strategies across all call center and in-field functions, ensuring alignment with staffing, budget, and performance targets.
• Proactively identify trends, risks, and opportunities using workforce and engagement data to influence decision-making and strategic prioritization.
• Advise senior leadership using data-driven insights on staffing, performance, and resource utilization.

Workforce Management (Call Center):

• Develop and maintain short- and long-term forecasts for call volume, staffing needs, and service levels.
• Create and manage agent schedules to optimize coverage and minimize idle time.
• Monitor real-time adherence and intraday performance, adjusting as needed.
• Design and maintain executive dashboards to track KPIs such as agent utilization, occupancy, service level, and shrinkage.
• Collaborate with operations, HR, and training teams to align staffing with onboarding, coaching, and upskilling needs.

Field Resource Coordination (In-Home Services):

• Oversee daily deployment of field personnel based on patient needs, geography, and skill sets.
• Act as a central coordination hub for real-time changes, cancellations, or escalations in field visits.
• Leverage workforce planning tools and GIS-based systems to manage capacity, optimize routing, and reduce inefficiencies.
• Collaborate with logistics, clinical, and patient services teams for seamless service delivery.

Analytics & Reporting:

• Implement and manage workforce systems and analytics tools.
• Establish KPIs and dashboards to monitor efficiency, service quality, and patient satisfaction.
• Ensure adherence to regulatory requirements, labor laws, and internal policies across all workforce operations.
• Other duties as assigned

Education & Experience

Required:

• Bachelor's degree in Business, Operations, Healthcare Administration, or related field.
• 10+ years in workforce management, preferably in healthcare or service delivery environments.

Preferred:

• Experience managing both centralized (call center) and decentralized (field) teams.
• Experience in home healthcare or patient service delivery.

Knowledge & Skills

• Workforce Management Expertise: Deep understanding of workforce planning, scheduling, and optimization strategies for both centralized (call center) and decentralized (field-based) teams.
• Data Analysis & Forecasting: Ability to interpret workforce data, forecast demand, and make data-driven decisions using tools like Excel, Power BI, or workforce management platforms (e.g., Salesforce.com, UKG, NICE, CXOne).
• Operational Excellence: Strong grasp of service delivery models, productivity metrics, and performance improvement methodologies (e.g., Lean, Six Sigma).
• Technology Proficiency: Familiarity with workforce management systems, CRM platforms, and field service management tools.
• Leadership & Team Development: Proven ability to lead cross-functional teams, develop talent, and foster a culture of accountability and continuous improvement.
• Communication & Influence: Skilled in presenting complex information clearly and persuasively to diverse stakeholders, including executives, frontline staff, and external partners.
• Change Management: Experience driving organizational change, especially in scaling operations or transforming service delivery models.
• Regulatory & Compliance Awareness: Knowledge of labor laws, healthcare regulations, and patient privacy standards (e.g., HIPAA) relevant to workforce operations.
• Customer-Centric Mindset: Strong focus on patient experience and service quality in both call center and in-home care environments.
• Strategic Thinking: Ability to align workforce strategies with broader organizational goals and anticipate future workforce needs.