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Monogram Health · 1 day ago

Sr Director Workforce Management

Tempe, AZ

Full-time

Onsite

Director/Executive

10+ years exp

Monogram Health is a leading multispecialty provider of in-home, evidence-based care for patients with multiple chronic conditions. The Sr. Director of Workforce Management is responsible for overseeing and optimizing resource allocation and performance for the call center, collaborating with various departments to align workforce planning with business objectives.

Health CareHospitalWellness

Responsibilities

Oversee and optimize end-to-end WFM delivery across forecasting, capacity planning, scheduling, and intraday management to meet SLA, quality, and budget goals

Expand WFM operational capabilities to support both inbound/outbound calling and digital channels (email, chat, text)

Drive recommendation and implementation of advanced WFM tools and platforms; enable automation in scheduling, real-time decision-making, and reporting

Build and lead a high-performing workforce team, identifying gaps and implementing development plans

Partner with clinical leadership, care center managers, and technology teams to ensure seamless operations

Lead dialer optimization strategy and execution to support dynamic patient outreach priorities

Collaborate with IT, analytics, and clinical teams to refine dialer workflows and resolve data flow issues

Monitor dialer performance metrics (e.g., contact rates, conversion rates, call outcomes) and drive continuous improvement

Develop and manage forecasting models using historical data and seasonal trends aligned with patient demand and outreach goals

Build staffing models to optimize resource allocation across all channels while controlling costs

Identify and mitigate risks related to workforce shortages or surpluses; implement contingency plans

Monitor operational performance and make real-time staffing adjustments to maintain SLAs and productivity

Develop dashboards to track workforce performance, dialer effectiveness, and operational KPIs

Generate regular reports to communicate workforce insights to leadership

Ensure compliance with regulatory and organizational standards in reporting and operations

Collaborate with cross-functional teams to plan and execute outreach campaigns aligned with business goals

Ensure workforce readiness and resource alignment for campaign launches and peak periods

Monitor campaign performance and adjust staffing and dialer strategies to maximize impact

Provide post-campaign analysis and insights to inform future planning

Define and maintain SLA targets across all engagement channels (e.g., average speed of answer, abandonment rate, service level)

Ensure staffing plans and intraday management strategies are aligned with SLA commitments

Continuously evaluate SLA performance and implement corrective actions as needed

Communicate SLA expectations and performance trends to stakeholders

Qualification

Workforce ManagementForecasting ModelsCall Center OperationsData AnalyticsErlang C ModelsRingCentralCX OneSalesforceLeadershipProblem-SolvingCommunication SkillsPresentation Skills

Required

Bachelor's degree (preferred in Business, Workforce/Operations Management, Statistics, Economics/Finance, or related fields)

10+ years of experience in healthcare operations or workforce management, with at least 3 years in a leadership role

Expertise in call center operations, forecasting methodologies, and customer experience analysis

Familiarity with industry-leading technologies and tools (e.g., Erlang C models, RingCentral, CX One, Salesforce)

Proven experience in leading and developing cross-functional teams

Strong problem-solving skills and ability to drive process improvements

Excellent communication and presentation skills, with the ability to convey complex data insights to diverse audiences

Benefits

Comprehensive Benefits - Medical, dental, and vision insurance, employee assistance program, employer-paid and voluntary life insurance, disability insurance, plus health and flexible spending accounts

Financial & Retirement Support – Competitive compensation, 401k with employer match, and financial wellness resources

Time Off & Leave – Paid holidays, flexible vacation time/PSSL, and paid parental leave

Wellness & Growth – Work life assistance resources, physical wellness perks, mental health support, employee referral program, and BenefitHub for employee discounts