Workforce Management Lead

Job Description

Job Description

Description:

About Us

At Gifthealth, we're revolutionizing the way people experience healthcare by simplifying the process of managing prescriptions and health services. Our mission is to provide a seamless, personalized, and efficient healthcare experience for all our customers. We're a dynamic, innovative, and customer-centric company dedicated to making a positive impact on people's lives.

Position Summary

We are seeking a Workforce Management Lead to manage and develop our team of WFM analysts and schedulers day to day. This role owns the people side of Workforce Management, coaching the team, overseeing daily execution and adherence, and acting as the first point of contact for scheduling and staffing issues, while the Manager of Workforce Management sets the forecasting strategy, technology direction, and department-level roadmap. This position plays a key role in supporting our Customer Success organization by keeping the WFM team engaged, accountable, and performing well day to day.

Key Responsibilities

• Team Leadership & Coaching: Directly manage a team of WFM analysts and schedulers, including 1:1s, coaching, performance reviews, and individual development plans.
• Day-to-Day Supervision: Oversee daily execution of the schedule, monitor team attendance and adherence, and address performance issues as they arise.
• Real-Time Team Coordination: Guide the team through intraday adjustments, making sure the plans and processes set by the Manager of WFM are executed smoothly across shifts.
• Escalation Management: Serve as the first point of contact for team-level scheduling conflicts, staffing gaps, and employee escalations, looping in the Manager of WFM when issues require a strategic or cross-functional decision.
• Cross-Functional Liaison: Partner with Customer Success, Training, and HR on the people side of headcount, onboarding, and performance targets, keeping the Manager of WFM informed on execution.
• Team Reporting: Track and report on team performance, adherence, and engagement metrics for the Manager of WFM and senior leadership.
• Employee Engagement: Foster a positive, accountable team culture through recognition, clear communication, and consistent support for the team's day-to-day needs.
• Onboarding Support: Help onboard and train new WFM team members on tools, processes, and daily workflows.

Qualifications

• 3+ years of experience in Workforce Management, preferably in a high-growth or contact center environment.
• 1+ years directly managing or leading a team, with a track record of coaching people to strong performance.
• Solid working knowledge of scheduling, adherence, and real-time management practices.
• Experience managing or partnering closely with support functions like customer service, pharmacy operations, or patient services is a plus.
• Comfortable using Excel, Google Sheets, and WFM tools (e.g., NICE, Verint, or equivalent) day to day.
• Comfortable in a fast-paced startup environment—organized, proactive, and adaptable.
• Excellent communication skills with the ability to motivate a team and work well with cross-functional partners.

Work Environment

• Location : Remote
• Schedule : Full-time
• May require additional availability or flexibility for escalations.
• Regular meetings with your team and leadership to ensure alignment.

Key Essential Functions

• Must be able to remain seated and work at a computer for extended periods of time
• Must be able to occasionally lift up to 15 pounds (e.g., equipment or materials)
• Must be able to perform repetitive motions for the duration of the shift, including typing, clicking, and using a mouse
• Must be able to communicate effectively via phone, video, and computer systems for extended periods
• Must be able to work assigned shifts in a remote or onsite environment, as applicable

Employment Classification

Status: Full-time
FLSA: Exempt

Equal Employment Opportunity (EEO) Statement

Gifthealth is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, transgender status, national origin, age, disability, veteran status, or any other legally protected status.

We celebrate diversity and are committed to creating an inclusive environment for all employees. If you do not meet every requirement but still feel you would be a great fit for this role, we encourage you to apply!

Disclaimer

This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, or skills required of personnel. Gifthealth reserves the right to modify job duties or descriptions at any time.