Director, Workforce Management

Position Summary:

TurningPoint Healthcare Solutions is seeking a strategic and data-driven Director of Workforce Management (WFM) to lead enterprise-wide workforce planning, forecasting, and scheduling across our call center operations, clinical nursing and physician teams. This leader will be responsible for optimizing staffing models, enhancing operational efficiency, and ensuring an exceptional experience for both internal and external parties.

This role plays a critical part in aligning workforce strategy with organizational growth, service level expectations, and company culture.

Roles and Responsibilities:

Workforce Strategy & Planning
- Develop and execute a comprehensive workforce management strategy across call center, nursing, and physician scheduling functions
- Partner with executive. financial and operational leaders to align staffing capacity with business demand, growth projections, and service requirements
- Establish scalable workforce models that support multi-channel operations and evolving care delivery models
- Develop and implement case assignment tools for nursing and physician staff optimizing licensure, availability and specialty.
- Lead disaster capacity planning and implementation, including surge staffing models, contingency scheduling, and coordination protocols to ensure operational continuity during public health events, natural disasters, or unexpected volume spikes
Forecasting & Capacity Management
- Lead demand forecasting and capacity planning using historical data, trends, and predictive analytics
- Design and maintain staffing models to ensure optimal coverage while managing cost efficiency
- Monitor key drivers of volume (e.g., referral trends, patient demand, program expansion) and adjust forecasts accordingly
Scheduling & Real-Time Operations
- Oversee scheduling processes for contact center staff, nurses, and physicians to ensure appropriate coverage and service levels
- Implement best-in-class real-time management practices to respond to staffing gaps, volume fluctuations, and operational changes
- Drive consistency and standardization of scheduling practices across functions
Performance Optimization & Analytics
- Establish and track key performance indicators (e.g., service level, occupancy, adherence, shrinkage, time-to-service)
- Analyze workforce data to identify trends, risks, and opportunities for efficiency and service improvement
- Provide executive-level reporting and insights to support decision-making
Systems & Process Improvement
- Lead the selection, implementation, and optimization of workforce management tools and technologies
- Continuously evaluate and improve WFM processes, workflows, and governance
- Partner with IT and operations to integrate systems and improve data accuracy and accessibility
Cross-Functional Collaboration
- Collaborate with clinical leadership, operations, HR, and finance to drive workforce alignment and resource planning
- Support recruiting and onboarding planning by providing data-driven hiring forecasts and ramp assumptions
- Serve as a trusted advisor to leaders on workforce trends, risks, and mitigation strategies

Qualifications

8-12+ years of progressive experience in workforce management, operations planning, or analytics, preferably in healthcare and/or contact center environments
Proven experience supporting multi-functional workforce models, including call center and clinical operations (nursing and/or physician scheduling strongly preferred)
Deep expertise in forecasting, capacity planning, and WFM methodologies
Strong analytical skills with the ability to translate data into actionable insights
Experience with workforce management systems (e.g., NICE, Verint, Aspect, or similar)
Demonstrated ability to lead teams and influence cross-functional stakeholders
Bachelor's degree required; advanced degree (MBA, MHA, or related field) preferred

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