Director, Workforce Management (REMOTE)

TurningPoint Healthcare Solutions is seeking a Director, Workforce Management (REMOTE) to lead strategic staffing initiatives for its Lake Mary, Seminole County‑based operations while working remotely.

About the Role

As the Director of Workforce Management, you will oversee the planning, forecasting, and execution of staffing strategies that support TurningPoint’s specialty care management services. You will partner with operational leaders to ensure the right talent is available at the right time, driving efficiency and service quality across remote and on‑site teams.

What You'll Do

• Develop and maintain workforce forecasts, schedule adherence models, and capacity plans aligned with business objectives aligned with business goals and service level agreements.
• Lead a team of workforce analysts and schedulers, providing coaching, performance feedback, and career development.
• Utilize WFM technology platforms to generate real‑time dashboards, trend analyses, and actionable insights for leadership.
• Collaborate with HR, finance, and operations to design staffing models that optimize cost, productivity, and employee experience.
• Drive continuous improvement initiatives by identifying process gaps, implementing best practices, and measuring impact through KPIs.
• Ensure compliance with labor regulations, internal policies, and client‑specific workforce requirements.

What We're Looking For

• Proven experience managing workforce planning and analytics functions, preferably within healthcare services, BPO, or related industries.
• Strong leadership skills with a track record of building and mentoring high‑performing teams.
• Expertise with industry standard workforce management (Verint, NICE, Genesys, or similar).
• Advanced analytical abilities to ability to translate data sets.
• Excellent communication and stakeholder management skills, with cross‑functional partners to senior leadership.
Expertise in workforce management software (e.g., Verint, NICE, Genesys, Aspect) and proficiency with Excel or similar analytical tools.
• Solid understanding of contact center operations, service level agreements, and productivity metrics.
• Ability to translate complex data into clear recommendations for senior stakeholders.
• Bachelor’s degree in Business, Operations, Industrial Engineering, or a related field; equivalent experience may be considered.

About TurningPoint Healthcare Solutions

TurningPoint Healthcare Solutions delivers advanced clinical and technology‑enabled solutions for managing complex health conditions. The organization partners with health plans and employers to enhance the safety, quality, and affordability of care through a comprehensive suite of specialty care management services and innovative technology platforms.

How to Apply

To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.