Director, Workforce Management - Remote

Overview

Lantern is the specialty care platform connecting people with the best care when they need it most. By curating a Network of Excellence comprised of the nation's top specialists for surgery, cancer care, infusions and more, Lantern delivers excellent care with significant cost savings to employers and their workforces. Lantern also pairs members with a dedicated care team, including Care Advocates and nurses, for the entirety of their care journey, helping them get back to good health, back to their families and back to work. With convenient access to specialists nationwide, Lantern means quality care is within driving distance for most. Lantern is trusted by the nation's largest employers to deliver care to more than 6 million members across the country. Learn more about us at lanterncare.com.

In Short

• We are seeking a dynamic and experienced leader to design, own and implement workforce management strategies.
• This role requires a strategic mindset and exceptional analytical skills to forecast volume, demand, plan capacity and align workforce availability with the needs of our business.
• Focus on managing inbound and outbound call forecasting, capacity planning, scheduling efficiency.
• Manage a team that is focused on real-time adherence, trend analysis, and enhancing customer experience through data-driven insights.
• Proven track record in building and leading high-performing teams.
• Drive robust forecasting methods and implement process improvements.
• Collaboration with cross-functional teams is essential.
• Advanced analytics will be utilized to forecast inbound and outbound call volumes.
• Identify and mitigate risks related to workforce shortages or surpluses.
• Implement best practices to improve operational efficiency.

Requirements

• Bachelor’s degree in Business, Data Science, Healthcare Administration, or a related field (Master’s degree preferred).
• Minimum of 10 years of experience in workforce management and data analysis, preferably within the healthcare sector.
• Detailed experience with CX One, including inbound and outbound dialer functionality.
• Familiarity with industry-leading technologies and tools.
• Proven experience in leading and developing teams.
• Expertise in call center operations and customer experience analysis.
• Proficient in data analytics tools and software.
• Strong problem-solving skills.
• Excellent communication and presentation skills.

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Short & Long Term Disability
• Life Insurance
• 401k with company match
• Paid Time Off
• Paid Parental Leave