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Full-time
bachelor degree
Career growth and development opportunities, Competitive salary, Annual bonus opportunities, Equity options, Medical insurance, Dental insurance
Posted 9d ago
~40 hrs/week
Remote in San Antonio, Texas, United States
Responsibilities
The manager will oversee workforce forecasting, scheduling, and intraday performance across a multi-vendor operation. They will lead a team of analysts and serve as the primary point of contact for WFM decisions across the organization.
Requirements
Candidates must possess a bachelor's degree and strong analytical skills with advanced proficiency in Microsoft Excel. Experience in workforce management fundamentals and contact center or BPO environments is highly preferred.
Full job description
SafeRide Health is looking for a Manager, Workforce Planning & Management, to serve as the analytical and operational backbone of our workforce function.
In this role, you will own forecasting, scheduling, intraday performance, and service levels across a multi-vendor, multi-client operation. You will lead a team of analysts, partner closely with Strategy & Operations, Finance, and Member Services, and serve as the trusted cross-functional voice for WFM decisions across the organization, with direct visibility to senior leadership and real influence over how we staff and serve our members.
This is a high-ownership, high-visibility role for someone who is analytically sharp, communicates with precision, and gets energized by taking real accountability in a fast-moving environment. If that sounds like you, we want to hear from you.
Key Responsibilities
Forecasting & Capacity Planning: Own workforce forecasting, translating volume and AHT assumptions into net FTE requirements across resource pools. Partner with Strategy & Operations on modeling and scenario planning. Own the feedback loops between forecast and actuals, and lead capacity planning for new client launches.
Scheduling & BPO Coordination: Build and maintain schedules across internal and vendor teams. Own weekly WFM coordination meetings, deliver staffing plans to BPO managers, and proactively monitor headcount, attrition, and coverage gaps across the operation.
Intraday Performance Oversight: Monitor real-time SLA performance at a high level, leveraging systems and analysts to surface what needs attention. Make the calls when volume spikes, vendor shortfalls, or unexpected events require a decision. Keep operations stable and service levels protected.
Team Direction: Set clear priorities and operating cadences for a team of WFM analysts. Build documentation and accountability structures that scale beyond any one person. Ensure the team runs predictably and continuously improves.
Reporting & Stakeholder Communication: Own weekly and monthly WFM reporting and respond to ad hoc questions from operations and senior leadership with clear, data-backed answers. Serve as the trusted workforce voice across Member Services, Strategy & Operations, Finance, and beyond.
Required Background
Bachelor's degree
Strong analytical and quantitative skills with the ability to work with imperfect data and translate analysis into clear, defensible recommendations
Advanced proficiency in Microsoft Excel, including complex formulas, pivot tables, and data analysis
Working knowledge of workforce management fundamentals, including Erlang modeling, shrinkage and occupancy math, multi-skill routing, and intraday management
Strong verbal communication skills with the ability to present findings, field questions on the fly, and communicate clearly and confidently across all levels of the organization
Preferred Background
1-3 years of hands-on workforce management experience in a contact center or BPO environment
Experience in complex planning roles (capacity planning, demand forecasting, supply chain, logistics, or similar multi-variable planning environments)
Familiarity with Amazon Connect, NiCE, CXone or similar CCaaS platforms
Familiarity with Quick Sight or similar BI and reporting tools
You'll Succeed Here If:
You communicate in data, not impressions, and can hold your position confidently when challenged
You take ownership of outcomes, not just tasks, and follow through without being chased
You build structures around your work and create processes others can follow and maintain
You thrive in fast-moving, high-visibility environments where your work has real impact
Don't meet every requirement? If you're analytically driven, pick-up new skills quickly, and are excited by the opportunity to step into real ownership, we'd still love to hear from you.
Benefits
We offer a remote-first work environment, competitive compensation, and comprehensive benefits including:
Career growth and development opportunities in a mission-driven organization
Competitive salary, annual bonus opportunities, and equity options
Comprehensive medical, dental, and vision insurance
401(k) with company match
Generous PTO, paid company holidays, and paid parental leave
About Us
SafeRide Health is a technology and services company dedicated to reducing barriers to care by improving the delivery of non-emergency medical transportation to people across America. SafeRide employs proprietary technology, paired with a nationwide network of vetted transportation providers. This enables payers and health systems to deliver cost-effective, on-demand transportation intelligently, enhancing the patient’s experience in the process. SafeRide serves the largest Medicare Advantage, Medicaid, and provider programs in the country. Learn more at www.saferidehealth.com. If you're ready to be an integral part of a team making a difference, SafeRide Health awaits.
We're not just improving transportation, we're transforming healthcare access.
Industry
Hospitals and Health Care
Company size
501-1,000 employees
Founded
2016
Headquarters
San Antonio, Texas
LinkedIn followers
12,323
Total funding
$50M
SafeRide Health is a technology and services company dedicated to closing the gap between healthcare need and access through modern, scalable non-emergency medical transportation (NEMT). Built for Medicaid and Medicare Advantage populations, SafeRide combines proprietary technology, real-time eligibility, and a nationwide network of credentialed transportation providers to deliver reliable, compliant, and compassionate care access at scale. Trusted by the country's largest payers and provider organizations, SafeRide transforms transportation from a cost center into a strategic lever for outcomes, equity, and member experience. Learn more at saferidehealth.com.
Offices: 18302 Talavera Ridge, 300, San Antonio, Texas 78257, US
Healthcare transportationNon Emergency Medical Transportationand NEMTHealth CareTransportationMedical
How many Customer Service & Support jobs are open in San Antonio, TX right now?
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