Sr. Director - Workforce Management

Job Description

Job Description

Position : Senior Director Workforce Management

The Sr. Director of Workforce Management (WFM) is a strategic leadership role responsible for overseeing and optimizing the allocation, utilization, and performance of resources for Monogram Health’s call center. This position involves collaborating with various departments to align workforce planning with business objectives, ensuring efficient staffing levels, implementing workforce analytics, and enhancing employee productivity across both traditional and digital engagement channels. Responsibilities Workforce Strategy and Oversight

• 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.

Dialer Optimization & Technology Integration

Forecasting & Staffing

Workforce Real-Time Management & Analytics

Campaign Management

SLA Assumptions

Position Requirements

Benefits

About Monogram Health Monogram Health is a leading multispecialty provider of in-home, evidence-based care for the most complex of patients who have multiple chronic conditions. Monogram health takes a comprehensive and personalized approach to a person’s health, treating not only a disease, but all of the chronic conditions that are present - such as diabetes, hypertension, chronic kidney disease, heart failure, depression, COPD, and other metabolic disorders.   Monogram Health employs a robust clinical team, leveraging specialists across multiple disciplines including nephrology, cardiology, endocrinology, pulmonology, behavioral health, and palliative care to diagnose and treat health issues; review and prescribe medication; provide guidance, education, and counselling on a patient’s healthcare options; as well as assist with daily needs such as access to food, eating healthy, transportation, financial assistance, and more. Monogram Health is available 24 hours a day, 7 days a week, and on holidays, to support and treat patients in their home.     Monogram Health’s personalized and innovative treatment model is proven to dramatically improve patient outcomes and quality of life while reducing medical costs across the health care continuum.