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Liveops, Inc.

Virtual contact center connecting enterprises with a flexible network of skilled agents to elevate customer experiences.

Workforce Optimization Manager

ManagerManagerFull TimeRemoteSeniorTeam 201-500Since 2000H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

106 days ago

Salary

0

Seniority

Senior

Bachelor Degree5 yrs expEnglish

Job Description

Workforce Optimization Manager

Liveops, Inc.

• Lead multi horizon forecasting, scenario modeling, capacity planning, scheduling, workflow optimization, KPI validation, and risk mitigation for a complex, high volume patient engagement program. • Support three operational lanes: Inbound & Outbound Calls, Case Management, and Long term caseload capacity planning. • Partner closely with internal stakeholders and client contacts to ensure operational readiness, alignment on forecasting assumptions, and data driven decision making that improves performance and patient outcomes. • Ensure the right number of specialists, with the right skills, at the right time for both real-time needs and long horizon caseload demands.

Job Requirements

  • Bachelor’s Degree or equivalent relevant experience required.
  • 5+ years of workforce management, capacity planning, data analytics, or related operations experience.
  • Experience managing forecasting and capacity planning across multiple operational lanes.
  • Strong modeling skills, including scenario planning, multi‑horizon forecasting, and caseload capacity simulations.
  • Experience supporting healthcare, patient‑support programs, or long‑term case‑based work is strongly preferred.
  • Strong communication and client‑facing skills; able to explain complex modeling to non‑technical audiences.
  • Advanced Excel modeling skills; experience with WFM platforms is preferred.
  • Ability to operate autonomously while partnering cross‑functionally with Operations, Quality, Certification, and Client Results.
  • Demonstrated ability to manage ambiguity and solve complex, multi‑variable operational challenges.

Benefits

  • Availability for virtual meetings in a distraction-free environment
  • Ability to work independently and meet deadlines
  • Flexibility to support scheduling adjustments and real-time monitoring
  • Ability to travel up to 15% per year

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