Overview:
The Director Workforce Optimization is a strategic and operational leader responsible for designing, implementing, and managing workforce strategies that drive performance and efficiency across both call center and field-based teams delivering in-home patient services. This role oversees forecasting, scheduling, and real-time resource coordination to ensure optimal staffing, high-quality service delivery, and operational excellence. Acting as a central command for workforce deployment, the Director ensures timely, efficient, and effective patient engagements.
Responsibilities:

EDUCATION & EXPERIENCE

Required:

• Bachelor’s degree in Business, Operations, Healthcare Administration, or related field.
• 10+ years in workforce management, preferably in healthcare or service delivery environments.

Preferred:

• Experience managing both centralized (call center) and decentralized (field) teams.
• Experience in home healthcare or patient service delivery.

KNOWLEDGE & SKILLS

• Workforce Management Expertise: Deep understanding of workforce planning, scheduling, and optimization strategies for both centralized (call center) and decentralized (field-based) teams.
• Data Analysis & Forecasting: Ability to interpret workforce data, forecast demand, and make data-driven decisions using tools like Excel, Power BI, or workforce management platforms (e.g., Salesforce.com, UKG, NICE, CXOne).
• Operational Excellence: Strong grasp of service delivery models, productivity metrics, and performance improvement methodologies (e.g., Lean, Six Sigma).
• Technology Proficiency: Familiarity with workforce management systems, CRM platforms, and field service management tools.
• Leadership & Team Development: Proven ability to lead cross-functional teams, develop talent, and foster a culture of accountability and continuous improvement.
• Communication & Influence: Skilled in presenting complex information clearly and persuasively to diverse stakeholders, including executives, frontline staff, and external partners.
• Change Management: Experience driving organizational change, especially in scaling operations or transforming service delivery models.
• Regulatory & Compliance Awareness: Knowledge of labor laws, healthcare regulations, and patient privacy standards (e.g., HIPAA) relevant to workforce operations.
• Customer-Centric Mindset: Strong focus on patient experience and service quality in both call center and in-home care environments.
• Strategic Thinking: Ability to align workforce strategies with broader organizational goals and anticipate future workforce needs.
  Below is the starting salary range for this position, although offers may differ based on the candidate’s location, job-specific knowledge, skills and experience.: $132,900 - $199,290 Additional benefits:: exempt - Our total compensation package includes medical, dental and vision benefits, retirement benefits, employee stock purchase plan, paid time off, parental leave, family medical leave, volunteer time off and additional leave programs, life insurance, disability coverage, and other life and work wellness benefits and discounts. Benefits may be subject to generally applicable eligibility, waiting period, contributions, and other requirements and conditions

Please refer the Job description for details