Customer Care Manager

Position: Customer Care Workforce Manager

Work Location: LA County, CA (Hybrid)

Department: Customer Care

Reports to: VP of Customer Experience

Compensation: up to $112,320

What We're Looking For:

The Customer Care Call Center Workforce Manager is responsible for optimizing workforce planning, scheduling, real-time operations, and performance management. This leader ensures the right resources are available at the right time to deliver exceptional patient and referral source experiences while meeting service level goals, productivity targets, and operational efficiency standards.

The ideal candidate brings extensive Talkdesk Workforce Management (WFM) experience, deep call center leadership expertise, and a strong understanding of healthcare customer service operations.

Requirements

5+ years of Workforce Management experience in a contact center environment.

3+ years of leadership experience managing workforce planning or call center operations teams.

Advanced experience with Talkdesk Workforce Management (WFM) and reporting tools.

Experience leading high-volume customer service or healthcare contact center operations.

Strong forecasting, scheduling, and capacity planning expertise.

Preferred Experience

Healthcare, DME, respiratory care, home health, or patient services experience.

Knowledge of patient intake, referral management, authorization, or customer care workflows.

Experience supporting multi-site or remote contact center teams.

Familiarity with healthcare compliance and HIPAA requirements.

What You'll Do:

Workforce Management & Capacity Planning

Develop short-term and long-term staffing forecasts using historical trends, seasonality, growth projections, and operational initiatives.

Manage workforce planning processes including forecasting, scheduling, shrinkage management, and staffing models.

Analyze call, chat, email, and other customer interaction volumes to ensure optimal staffing levels.

Create staffing recommendations and business cases for hiring, cross-training, and resource allocation.

Monitor adherence to schedules and service level performance.

Talkdesk Administration & Optimization

Serve as the primary Workforce Management subject matter expert for Talkdesk.

Configure and optimize Talkdesk WFM forecasting, scheduling, intraday management, and reporting tools.

Analyze Talkdesk performance metrics and identify opportunities for operational improvements.

Partner with IT and Operations teams to implement enhancements and support system upgrades.

Ensure accurate agent skill assignments, routing strategies, and workforce configurations.

Real-Time Operations Management

Lead intraday management activities to ensure achievement of:

Service Level Agreements (SLAs)

Average Speed of Answer (ASA)

Abandonment Rate

Occupancy

Adherence

Productivity Goals

Make real-time staffing adjustments based on changing business demands.

Coordinate overtime, voluntary time off, and schedule modifications as needed.

Customer Care Leadership

Partner with Customer Care leadership to align workforce strategies with operational goals.

Support frontline supervisors and managers through performance insights and workforce recommendations.

Develop reporting packages and executive dashboards.

Drive continuous improvement initiatives focused on customer experience, efficiency, and employee engagement.

Reporting & Analytics

Produce daily, weekly, monthly, and quarterly workforce performance reports.

Analyze trends and provide actionable recommendations to leadership.

Present workforce insights to senior leaders and operational stakeholders.

Establish KPIs and performance benchmarks across customer care operations.