Workforce Manager

Point C is a National third-party administrator (TPA) with local market presence that delivers customized self-funded benefit programs. Our commitment and partnership means thinking beyond the typical solutions in the market – to do more for clients – and take them beyond the standard “Point A to Point B.” We have researched the most effective cost containment strategies and are driving down the cost of plans with innovative solutions such as, network and payment integrity, pharmacy benefits and care management. There are many companies with a mission. We are a mission with a company.The Workforce Manager is responsible for supporting workforce management systems, forecasting workload demand, scheduling staff, and optimizing staffing efficiency across operations. This role ensures accurate reporting, system configuration, and performance monitoring to improve service levels, productivity, and operational outcomes.Primary ResponsibilitiesAnalyze historical data to forecast call volume/workload trendsDevelop short-term and long-term staffing modelsMonitor real-time adherence and staffing levelsRecommend adjustments based on performance metricsBuild and maintain employee schedulesManage shift bids, PTO planning, and staffing coverageSupport intraday management decisionsEnsure staffing aligns with service-level goalsMaintain Workforce Management platforms (e.g., Zendesk, ADP)Configure queues, skills, schedules, and forecasting inputsTroubleshoot system issues and partner with IT/vendorsSupport upgrades and enhancementsPartner with operations leaders on staffing strategiesIdentify efficiency improvement opportunitiesSupport workforce planning meetings / Maintain documentation and process workflowsQualificationsBachelor’s degree in Business, Analytics, IT, or related field (or equivalent experience)2+ years’ Workforce Management or call center analytics experienceExperience with WFM platforms (Zendesk, HubSpot, Verint, NICE, Aspect, UKG, Genesys, etc.)Advanced Excel skills (pivot tables, formulas, trend analysis)Strong analytical and problem-solving abilityAttention to detail and data accuracyExperience supporting multi-site or multi-channel environments preferredSQL, Power BI, or Zendesk “CRM” experience preferredKnowledge of forecasting models preferredHealthcare, contact center, or operations background preferredIndividual compensation will be commensurate with the candidate's experience and qualifications. Certain roles may be eligible for additional compensation, including bonuses, and merit increases. Additionally, certain roles have the opportunity to receive sales commissions that are based on the terms of the sales commission plan applicable to the role.Pay Transparency$65,000—$75,000 USDBenefitsComprehensive medical, dental, vision, and life insurance coverage401(k) retirement plan with employer matchHealth Savings Account (HSA) & Flexible Spending Accounts (FSAs)Paid time off (PTO) and disability leave Employee Assistance Program (EAP)Equal Employment Opportunity: At Point C Health, we know we are better together. We value, respect, and protect the uniqueness each of us brings. Innovation flourishes by including all voices and makes our business—and our society—stronger. Point C Health is an equal opportunity employer and we are committed to providing equal opportunity in all of our employment practices, including selection, hiring, performance management, promotion, transfer, compensation, benefits, education, training, social, and recreational activities to all persons regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, genetic information, pregnancy, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, and military and veteran status, or any other protected status protected by local, state or federal law.