Workforce Management Manager

The Workforce Management (WFM) Manager is responsible for the strategic leadership and operational oversight of the WFM program, ensuring optimal staffing, scheduling, and performance across a fast-paced, omni-channel contact center serving healthcare providers and billing organizations.

In this role, you will own the WFM program end-to-end, driving continuous improvement, operational efficiency, and data-driven decision-making. You will partner closely with Operations, Quality, and Leadership teams to align workforce strategies with business objectives, manage real-time performance, optimize staffing, and provide actionable insights through reporting and analytics. Success in this role requires strategic thinking, strong analytical skills, and the ability to influence and collaborate across the organization to ensure service levels, operational efficiency, and a high-quality customer experience.

• WFM Strategy & Program Ownership: Own and continuously optimize the workforce management program to ensure alignment with operational goals, service-level commitments, and customer experience outcomes across an omni-channel environment (voice, email, and ticket-based workflows).
• Forecasting & Capacity Planning: Lead short- and long-term forecasting and capacity planning across channels. Partner with Operations, Product, and business stakeholders to incorporate seasonality, growth trends, product releases, and business initiatives into staffing strategies.
• Scheduling Strategy & Optimization: Drive scheduling strategies that balance service performance, workforce experience, and operational efficiency. Ensure schedules align with shrinkage assumptions, occupancy targets, and coverage requirements. Develop contingency staffing strategies to mitigate volume spikes, outages, and staffing disruptions.
• Real-Time Performance Management: Oversee intraday performance strategy, including monitoring, adherence, and escalation frameworks. Partner with Operations leaders to drive rapid, data-informed decisions that protect service levels, customer experience, and operational KPIs.
• WFM Analytics, Reporting & Business Insights: Lead the development, standardization, and automation of WFM reporting across real-time and historical performance. Translate data into actionable insights that drive measurable improvements in service delivery, productivity, and workforce utilization.
• Technology & Tool Optimization: Partner in the optimization, implementation, and ongoing evolution of workforce management and reporting tools.  Drive adoption of automation, alerting, and dashboard visibility to support proactive operational decision-making.
• Continuous Improvement & Project Leadership: Lead cross-functional initiatives that enhance WFM processes, staffing models, reporting maturity, and workforce strategy. Identify and implement scalable process improvements that increase efficiency, predictability, and operational resilience.
• Strategic Operational Partnership: Serve as a strategic advisor to Operations, Quality, Training, and Business teams, providing workforce insights that support service delivery strategy, onboarding and ramp planning, policy decisions, and operational readiness.
• Team Leadership & Development: Lead, coach, and develop WFM team members across forecasting, scheduling, and real-time functions. Establish performance standards, drive accountability, and support long-term capability development within the WFM function.

• 5+ years of Workforce Management experience in a contact center or customer support environment.
• Proven experience managing forecasting, scheduling, intraday performance, and WFM reporting.
• Strong analytical skills with experience using WFM platforms, dashboards, and reporting tools (e.g., NICE InContact, Verint, Genesys, Calabrio).
• Advanced Excel or data analysis tool proficiency.
• Strategic thinker capable of translating insights into operational improvements.
• Experience leading cross-functional initiatives and driving continuous process improvements.
• Strong business acumen with an understanding of how workforce strategy impacts customer experience and financial performance.
• Excellent communication and interpersonal skills, with the ability to influence leaders and collaborate effectively across the organization.
• Comfortable operating in fast-paced, high-growth, or evolving environments.
• Experience implementing or optimizing WFM tools and processes.
• Industry certifications or formal WFM training are a plus.
• Costa Rica: Ability to work from home required, must meet and maintain compliance with Occupational Health and Safety requirements and adhere to Work from Home Agreement. If unable to meet and maintain requirements, on-site office work will be required. U.S: Must adhere to Company Remote Work Policy.

Tebra is the only all-in-one EHR+ platform built exclusively for independent healthcare practices. Designed to replace the clunky, fragmented tools built for corporate systems, Tebra connects EHR software, billing, automation, telehealth solution, and marketing — so providers can spend less time on admin and more time with patients. More than 42,000 private practices trust Tebra to streamline operations, increase revenue, and reduce burnout — helping clinicians leave work on time and rediscover their purpose. Learn more at www.tebra.com.

We get to know our customers - and their patients - and look at the world through their lens.

Healthcare is too complex. We aim to simplify it for everyone.

We reject the status quo and solve problems with creativity, perseverance, and a bias to action.

We are diverse, humble, and collaborative. We put the team first and win together.

Life is short and joy is underrated. We take time to have fun and celebrate success.

NOTE: Tebra is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

California residents who apply or are recruited for a job with us: please carefully review our California-specific Privacy Notice under the California Consumer Protection Act here: https://www.tebra.com/privacy-policy/california-supplemental-notice/

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As part of our commitment to a fair and efficient hiring process, Tebra utilizes BrightHire, an interview intelligence platform, for our phone and video screenings. This technology records and transcribes interviews to help us ensure consistency, reduce bias, and make more informed hiring decisions. By applying for this position, you acknowledge that your interview may be recorded.