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 Responsibilities: Analyze historical data to forecast call volume/workload trends Develop short-term and long-term staffing models Monitor real-time adherence and staffing levels Recommend adjustments based on performance metrics Build and maintain employee schedules Manage shift bids, PTO planning, and staffing coverage Support intraday management decisions Ensure staffing aligns with service-level goals Maintain Workforce Management platforms (e.g., Zendesk, ADP) Configure queues, skills, schedules, and forecasting inputs Troubleshoot system issues and partner with IT/vendors Support upgrades and enhancements Partner with operations leaders on staffing strategies Identify efficiency improvement opportunities Support workforce planning meetings / Maintain documentation and process workflows Qualifications: Bachelor’s degree in Business, Analytics, IT, or related field (or equivalent experience) 2+ years’ Workforce Management or call center analytics experience Experience with WFM platforms (Zendesk, HubSpot, Verint, NICE, Aspect, UKG, Genesys, etc.) Advanced Excel skills (pivot tables, formulas, trend analysis) Strong analytical and problem-solving ability Attention to detail and data accuracy Experience supporting multi-site or multi-channel environments preferred SQL, Power BI, or Zendesk “CRM” experience preferred Knowledge of forecasting models preferred Healthcare, contact center, or operations background preferred Individual 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 USD Benefits: Comprehensive medical, dental, vision, and life insurance coverage 401(k) retirement plan with employer match Health 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.