Workforce Manager, One Medical, Mission Control

At Amazon One Medical we're on a mission to transform healthcare and help people lead healthier, happier lives. As we continue to grow our organization and expand into many new markets, we are looking for a leader to manage and streamline our member support center workforce. As Workforce Manager Customer Care, you will evaluate our operating models, identify trends and bottlenecks and make recommendations for both long term and real-time workforce scheduling adjustments that will help to optimize patient experience. Reporting to the Strategic Operations Manager, you will play an integral part in building a robust, accurate scheduling forecast, while remaining aligned with Amazon One Medical's strategic growth and scalability-focused objectives, keeping patient experience at the forefront of mind.

We are looking for a problem solver with experience analyzing data and processes to identify staffing challenges and solutions. Your expertise in workforce management software and ability to optimize dashboards and reports will improve operational workflows. As a hands-on leader, you will build and lead a team focused on enhancing staffing and operational efficiencies for our patient-facing workforce. If you thrive in a fast-paced, evolving environment and are excited to develop a world-class workforce planning program, we'd love to hear from you!

Key job responsibilities

• Lead strategic workforce planning and management for multi-channel Contact Center operations, including forecasting, capacity planning, and resource optimization across multiple lines of business.
• Manage and develop a team of workforce schedulers and real-time analysts, overseeing daily operations, scheduling efficiency, and performance monitoring of patient support activities.
• Implement and monitor forecasting models for staffing optimization, in partnership with long-term planning, to ensure alignment with business objectives and patient care demands.
• Conduct in-depth analysis of KPIs, including variance analysis between forecasted and actual performance, leading root cause investigations.
• Partner with Contact Center leadership in both daily and weekly processes to support patient requests as well as execute strategies that optimize service delivery levels, cost of care, and other critical performance metrics.
• Establish and maintain comprehensive Standard Operating Procedures (SOPs) for workforce management, ensuring consistent processes and quality standards across all operations.
• Utilize workforce analytics tools and technologies to drive data-driven decisions and process improvements in staffing and scheduling.
• Monitor headcount budgets while optimizing resource utilization across different care channels and business lines.
  
  

Basic Qualifications

• Minimum of 5 years of experience in workforce management, quality management, and analytics.
• At least 2 years of people management experience.
• Proficiency with workforce management software like Nice or similar tools.
• Strong understanding of customer segments, products, service level requirements, and distribution processes.
• Experience leading back-office operations, including workforce management and analytics, with the ability to analyze trends across customer-facing and support teams.
• Experience in performance management across multiple teams, including Quality, Workforce, and Analytics.
  
  

Preferred Qualifications

• Knowledge of customer-specific processes and industry standards.
• Experience working in a call center.
  
  

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