Workforce Management Manager

Workforce Management Manager

Location: Tacoma/Puget Sound area; this is an on-site position.

Leads workforce forecasting, capacity planning, scheduling, real-time adherence, intraday management, absence coverage, and staffing-risk management for the consolidated IRMAC. The WFM Manager will convert workload into staffing requirements and continuously balance available personnel against PAS voice demand and RMS/CLR nonvoice workload.

The solution must support demanding telephony and turnaround requirements, and the RFP requires the Staffing Plan to explain the methodology used to estimate productive hours.

TA should prioritize candidates who demonstrate:

• WFM experience on an IRMAC contract or Government IRMAC program; incumbent WFM experience is particularly valuable.
• Experience forecasting and scheduling a multi-skill healthcare/contact-center workforce.
• Strong knowledge of 15-minute interval forecasting and intraday management.
• Experience managing service level, ASA, abandonment, occupancy, shrinkage, adherence, staffing gaps, overtime, and relief capacity.
• Ability to combine voice and nonvoice workload when building staffing requirements.
• Experience developing or supporting staffing BOEs and productive-hours calculations.
• Experience with skill-based scheduling, staggered shifts, opening/closing coverage, and multiple geographic/time-zone requirements.
• Ability to identify emerging service-level risk and direct schedule, break, overtime, cross-skill, and relief adjustments before performance deteriorates.
• Strong analytical capability with WFM platforms, Excel/data analysis, reporting, and contact-center performance metrics.
• Ability to explain staffing methodology clearly to program leadership and Government stakeholders.

Evaluator standard: I would want someone who has actively run WFM—not simply reviewed WFM reports. The candidate should be able to explain how a workload forecast turns into an executable schedule and how they respond when actual demand deviates from forecast.

Required experience: Candidate must have either: Direct experience performing on an Integrated Referral Management and Appointing Center (IRMAC) contract; or Government employment directly supporting or managing an IRMAC program with responsibilities transferable to the proposed role. Strong preference: Current or former incumbent IRMAC personnel, particularly individuals with recent Pacific/Puget Sound IRMAC experience. Desired regional experience: Direct experience supporting IRMAC services via centralized Patient Appointing Services (PAS), Referral Management Services (RMS), and/or Clear and Legible Report (CLR) services for Defense Health Network Indo-Pacific Military Treatment Facilities in Hawaii and the Pacific Northwest (Pacific). Candidates should demonstrate familiarity with DHA/MTF operating environments, Government-directed healthcare workflows, performance standards, escalation protocols, and working with sensitive beneficiary information. Experience with MHS GENESIS and DoD access/CAC processes is highly desirable and should be prioritized where relevant to the role.