Senior Manager, Workforce Management

Zelis Healthcare, LLC
United States, Florida, St. Petersburg
Apr 15, 2025
At Zelis, we Get Stuff Done. So, let's get to it! A Little About Us Zelis is modernizing the healthcare financial experience for all by providing a connected platform that bridges the gaps and aligns interests across payers, providers, and healthcare consumers. This platform serves more than 750 payers, including the top 5 national health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, and millions of healthcare providers and consumers. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts-driving real, measurable results for clients. A Little About You You bring a unique blend of personality and professional expertise to your work, inspiring others with your passion and dedication. Your career is a testament to your diverse experiences, community involvement, and the valuable lessons you've learned along the way. You are more than just your resume; you are a reflection of your achievements, the knowledge you've gained, and the personal interests that shape who you are. Position Overview The Senior Workforce Manager is responsible for managing and optimizing workforce planning, forecasting and reporting for Zelis Payment Operations Organization. Their main goals are to ensure operational efficiency and an exceptional Provider experience. This role requires a deep understanding of data analytics and the ability to independently extract, analyze, and act on data from platforms such as Salesforce and Jira. The individual may also leverage SQL queries for advanced data manipulation, where applicable; as well as exhibit a proactive approach to problem-solving, strong communication skills, and a passion for driving continuous improvement in processes and Provider satisfaction. What You'll Do Develop and maintain comprehensive workforce plans to align with business needs and operational goals. Monitor and adjust staffing levels based on forecasting models, ensuring adequate coverage. Pull and analyze data from Salesforce, Jira, and other platforms to monitor workforce performance and identify improvement opportunities. Use data-driven insights to inform decision-making and enhance workforce efficiency. Build and maintain regular and ad hoc reports for leadership. Proactively identify issues impacting workforce performance and volume trends and implement solutions. Independently manage and resolve operational challenges using critical thinking and data analysis. Ensure workforce strategies align with the goal of improving Provider experience. Collaborate with cross-functional teams to drive seamless operational workflows that support Provider satisfaction. Stay informed on best practices and emerging tools to continuously improve processes. Act as a subject matter expert for workforce management strategies and tools. What You'll Bring to Zelis Bachelor's degree in Business Administration, Operations Management, or a related field. 8+ years of experience leading workforce management or a similar role. Proficient in data extraction and reporting from Contact Center CRMs such as Salesforce, Jira, Zendesk. Advanced knowledge of Microsoft Excel. Experience with SQL queries preferred. Demonstrated ability to independently identify and solve problems in a fast-paced environment. Excellent written and verbal communication skills. Strong ability to collaborate with diverse teams. Proven track record of managing workforce tools and providing actionable insights. Location and Workplace Flexibility We have offices in Atlanta GA, Boston MA, Morristown NJ, Plano TX, St. Louis MO, St. Petersburg FL, and Hyderabad, India. We foster a hybrid and remote friendly culture, and all our employee's work locations are based on the needs of the position and determined by the Leadership team. In-office work and activities, if applicable, vary based on the work and team objectives in accordance with Company policies. Equal Employment Opportunity Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We welcome applicants from all backgrounds and encourage you to apply even if you don't meet 100% of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all. Accessibility Support We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email TalentAcquisition@zelis.com. Disclaimer We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities, duties, and skills from time to time.