Senior Manager, Workforce Management

What You’ll Do

• Develop and maintain comprehensive workforce plans to align with business needs and operational goals. 

• Monitor and adjust staffing levels based on forecasting models, ensuring adequate coverage. 

• Pull and analyze data from Salesforce, Jira, and other platforms to monitor workforce performance and identify improvement opportunities. 

• Use data-driven insights to inform decision-making and enhance workforce efficiency. 

• Build and maintain regular and ad hoc reports for leadership.

• Proactively identify issues impacting workforce performance and volume trends and implement solutions. 

• Independently manage and resolve operational challenges using critical thinking and data analysis. 

• Ensure workforce strategies align with the goal of improving Provider experience. 

• Collaborate with cross-functional teams to drive seamless operational workflows that support Provider satisfaction. 

• Stay informed on best practices and emerging tools to continuously improve processes. 

• Act as a subject matter expert for workforce management strategies and tools. 

What You’ll Bring to Zelis

• Bachelor’s degree in Business Administration, Operations Management, or a related field. 

• 8+ years of experience leading workforce management or a similar role. 

• Proficient in data extraction and reporting from Contact Center CRMs such as Salesforce, Jira, Zendesk. 

• Advanced knowledge of Microsoft Excel. 

• Experience with SQL queries preferred.

• Demonstrated ability to independently identify and solve problems in a fast-paced environment. 

• Excellent written and verbal communication skills. 

• Strong ability to collaborate with diverse teams. 

• Proven track record of managing workforce tools and providing actionable insights. 

Location and Workplace Flexibility

We have offices in Atlanta GA, Boston MA, Morristown NJ, Plano TX, St. Louis MO, St. Petersburg FL, and Hyderabad, India. We foster a hybrid and remote friendly culture, and all our employee's work locations are based on the needs of the position and determined by the Leadership team. In-office work and activities, if applicable, vary based on the work and team objectives in accordance with Company policies.

Equal Employment Opportunity  
Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 
 
We welcome applicants from all backgrounds and encourage you to apply even if you don’t meet 100% of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all. 

Accessibility Support 
We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email TalentAcquisition@zelis.com. 

Disclaimer 

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. 

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities, duties, and skills from time to time.