Workforce Optimization Manager
Liveops, Inc.
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- Lead multi horizon forecasting, scenario modeling, capacity planning, scheduling, workflow optimization, KPI validation, and risk mitigation for a complex, high volume patient engagement program.
- Support three operational lanes: Inbound & Outbound Calls, Case Management, and Long term caseload capacity planning.
- Partner closely with internal stakeholders and client contacts to ensure operational readiness, alignment on forecasting assumptions, and data driven decision making that improves performance and patient outcomes.
- Ensure the right number of specialists, with the right skills, at the right time for both real-time needs and long horizon caseload demands.
Requirements
- Bachelor’s Degree or equivalent relevant experience required.
- 5+ years of workforce management, capacity planning, data analytics, or related operations experience.
- Experience managing forecasting and capacity planning across multiple operational lanes.
- Strong modeling skills, including scenario planning, multi‑horizon forecasting, and caseload capacity simulations.
- Experience supporting healthcare, patient‑support programs, or long‑term case‑based work is strongly preferred.
- Strong communication and client‑facing skills; able to explain complex modeling to non‑technical audiences.
- Advanced Excel modeling skills; experience with WFM platforms is preferred.
- Ability to operate autonomously while partnering cross‑functionally with Operations, Quality, Certification, and Client Results.
- Demonstrated ability to manage ambiguity and solve complex, multi‑variable operational challenges.
Benefits
- Availability for virtual meetings in a distraction-free environment
- Ability to work independently and meet deadlines
- Flexibility to support scheduling adjustments and real-time monitoring
- Ability to travel up to 15% per year
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
forecastingscenario modelingcapacity planningworkflow optimizationKPI validationdata analyticsExcel modelingcaseload capacity simulationsoperations management
Soft Skills
communication skillsclient-facing skillsproblem-solvingability to manage ambiguitycross-functional collaboration
Certifications
Bachelor’s Degree