Workforce Manager

Sidecar Health is redefining health insurance. Our mission is to make excellent healthcare affordable and attainable for everyone. We know that to accomplish this lofty mission, we need driven people who will make things happen.

The passionate people who make up Sidecar Health’s team come from all over, with backgrounds as tech leaders, policy makers, healthcare professionals, and beyond. And they all have one thing in common—the desire to fix a broken system and make it more personalized, affordable, and transparent.

If you want to use your talents to transform healthcare in the United States, come join us!

**Must reside in Florida, Georgia, Kentucky, Ohio, Utah, or North Carolina for consideration** 

About the Role

Sidecar Health is hiring a hands-on Workforce Manager, where you'll play a pivotal role in optimizing our team's operations and efficiency. In this position, you'll oversee real-time monitoring and management of agent activities, ensuring our service levels meet the highest standards.

What You'll Do 

• Monitor agent activity and queue workload in real-time, supporting and administering related systems and processes 
• Lead the Workforce Management team by coaching and managing performance 
• Maintain an in-depth understanding of service level performance, offering actionable recommendations to maintain or exceed these levels 
• Manage Genesys Workforce Management and Genesys Telephony/ACD/VCC software 
• Analyze contact arrival patterns, queue configurations, and efficiency metrics 
• Forecast contact volume and workload for both inbound/outbound channels and banking operations 
• Conduct staff modeling and capacity planning to ensure optimal resource allocation 
• Perform trend analysis on absenteeism, PTO planning, seasonal variances, attrition, and time utilization 
• Develop and document thresholds to guide actions within internal service levels 
• Work with cross-functional leaders to achieve service level objectives 
• Manage expectations, assumptions, and resolve conflicts to ensure program success 

What You'll Bring 

• 3+ years of experience in workforce management, including queue management, scheduling, forecasting, and planning 
• 1+ years of management experience 
• Expertise in real-time monitoring and analysis 
• In-depth knowledge of relevant labor laws 
• Exceptional communication skills, both written and verbal 
• A keen eye for detail and strong analytical abilities 
• Excellent organizational skills 
• Proficiency in Microsoft Excel 
• Experience with Genesys WFM software 
• Certifications in call distribution systems/virtual call centers and WFM systems are advantageous 
• A track record of professionalism, growth, and trustworthiness, with a commitment to ongoing development 
• An entrepreneurial spirit, taking initiative without direct supervision 
• A natural curiosity, always seeking to learn and improve the team's knowledge and performance 
• Bachelor's Degree 

What You'll Get

• Competitive salary, bonus opportunity, and equity package   
• Comprehensive Medical, Dental, and Vision benefits 
• A 401k retirement plan 
• Paid vacation and company holidays 
• Opportunity to make an impact at a rapidly growing mission-driven company transforming healthcare in the U.S 

Sidecar Health adopts a market-based approach to compensation, where base pay varies depending on location and is further influenced by job-related skills and experience. The current expected salary range for this position is $65-000 - $75,000.