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Director, Workforce Management


Greenway Health | Services | Tampa, FL

Director, Workforce Management


Job Summary


The Director of Workforce Management is accountable for providing strategic leadership for the workforce planning functions in support of Greenway’s Operations. This leader will drive workforce optimization and enterprise operational efficiency through implementation of best in class workforce planning processes that support Greenway’s strategic initiatives. Oversees and leads the administration of forecasting and staffing plans for Greenway’s support and revenue services departments.  Analyzes performance outcomes and implements changes to ensure timely responses to customer needs and maximize efficiencies.


The Director directs the design of automated metric scorecards, develops policies that impact workforce positively and works with key stakeholders to ensure the communication and enforcement of these policies. The Director analyzes real-time and historical performance and identify opportunities to improve performance, identifies and manages the communication of real-time volume drivers, and forecasts training and recruitment needs.


Essential Duties and Responsibilities

  • Forecasts call volume demand and other contact demand volume and manages the scheduling of sufficiently skilled staff based on historical and anticipated volume                     across all clients both short-term, medium-term and long-term
  • Oversee the collection, analysis and reporting on performance statistics to drive operational efficiencies, proactive responsiveness, and long-term forecasting
  • Leverage industry-leading processes and technology to drive workforce decision making
  • Trends real-time call arrival patterns and adjusts staffing accordingly
  • Proactively identify, analyze, remediate or modify operational process changes, excess capacity, defects in workforce models and forecasts to deliver best in class                             workforce plans in collaboration with key stakeholders. This requires constant engagement with operational leaders in call, claim, and other back office operational                       functions to report on performance and proactively recommend improvements as well as collaborate with Finance to report on adherence to forecast
  • Leverage data and financial analysis, workforce models and innovation to inform, advise, problem solve and influence decisions and outcomes that align the strategic                   priorities
  • Manages schedule adherence reporting and team feedback process including appropriate coaching and disciplinary actions for schedule adherence and call center                         policies  that impact KPIs
  • Design and implement core and ad hoc performance management reporting tools - Dashboards, Client Scorecards, Call Volume Analytics, etc.
  • Drive the implementation of technology solutions and tools that deliver accurate, timely and relevant data and insights on all aspects of operational performance
  • Trains team members, managers, and trainers on the use of work-force planning tools
  • Manages the forecasting, scheduling, monitoring and reporting of remote (work at home) BPO's as well as in-house (on site) team members
  • Trains team to generate accurate and timely reports
  • Drive performance of the Workforce Management team to the highest level, creating a culture of accountability and execution
  • Meet all KPI's
  • Other duties as assigned by management
Skills & Requirements

Education & Experience

  • Bachelor's Degree in computer science, statistics, mathematics, finance, general business, accounting or a related field
  • At least 5 years of scheduling experience preferred
  • 5+ years' experience managing others and experience in Workforce Management
  • Minimum five years of workforce leadership and analytical modeling experience in a Contact Center environment
  • Experience implementing new software/applications useful



  • Strong experience in Healthcare Revenue Cycle helpful
  • Knowledge of automated workforce management tools in a multi-site environment
  • Proficient in workforce management tools/practices, reporting and Microsoft Office products.
  • Demonstrated innovation with technology, processes, and people
  • Demonstrated strong verbal, written, and presentations skills
  • Demonstrated analytical skills
  • Ability to work regular, full-time schedule, Monday through Friday with the flexibility to work additional hours depending on business demands