Customer Service Manager

Position: Customer Care Workforce Manager

Work Location: LA County, CA (Hybrid)

Industry: Healthcare

Department: Customer Care

Reports to: VP of Customer Experience

Compensation: Up to $112,320

About the Role

The Customer Care Workforce Manager is responsible for optimizing workforce planning, scheduling, real-time operations, and performance management for the Customer Care team. This role ensures the right resources are in place at the right time to support exceptional patient and referral source experiences while meeting service level goals, productivity targets, and operational efficiency standards.

The ideal candidate will bring strong Talkdesk Workforce Management (WFM) experience, proven call center leadership expertise, and a solid understanding of healthcare customer service operations.

Requirements

• 5+ years of Workforce Management experience in a contact center environment.

• 3+ years of leadership experience managing workforce planning or call center operations teams.

• Advanced experience with Talkdesk Workforce Management (WFM) and reporting tools.

• Experience leading high-volume customer service or healthcare contact center operations.

• Strong expertise in forecasting, scheduling, and capacity planning.

Preferred Experience

• Experience in healthcare, DME, respiratory care, home health, patient services, or a related field.

• Knowledge of patient intake, referral management, authorization, or customer care workflows.

• Experience supporting multi-site or remote contact center teams.

• Familiarity with healthcare compliance standards and HIPAA requirements.

What You’ll Do

Workforce Management & Capacity Planning

• Develop short-term and long-term staffing forecasts using historical trends, seasonality, growth projections, and operational initiatives.

• Manage workforce planning processes, including forecasting, scheduling, shrinkage management, and staffing models.

• Analyze call, chat, email, and other customer interaction volumes to support appropriate staffing levels.

• Create staffing recommendations and business cases for hiring, cross-training, and resource allocation.

• Monitor schedule adherence and service level performance.

Talkdesk Administration & Optimization

• Serve as the primary Workforce Management subject matter expert for Talkdesk.

• Configure and optimize Talkdesk WFM tools for forecasting, scheduling, intraday management, and reporting.

• Analyze Talkdesk performance metrics and identify opportunities to improve operational efficiency.

• Partner with IT and Operations teams to implement system enhancements and support upgrades.

• Ensure accurate agent skill assignments, routing strategies, and workforce configurations.

Real-Time Operations Management

• Lead intraday management activities to support achievement of key performance metrics, including:

○ Service Level Agreements (SLAs)

○ Average Speed of Answer (ASA)

○ Abandonment Rate

○ Occupancy

○ Schedule Adherence

○ Productivity Goals

• Make real-time staffing adjustments based on changing business needs and call volume trends.

• Coordinate overtime, voluntary time off, and schedule modifications as needed.

Customer Care Leadership

• Partner with Customer Care leadership to align workforce strategies with operational goals.

• Support frontline supervisors and managers by providing performance insights and workforce recommendations.

• Develop reporting packages and executive dashboards to support decision-making.

• Drive continuous improvement initiatives focused on customer experience, operational efficiency, and employee engagement.

Reporting & Analytics

• Produce daily, weekly, monthly, and quarterly workforce performance reports.

• Analyze workforce and contact center trends and provide actionable recommendations to leadership.

• Present workforce insights to senior leaders and operational stakeholders.

• Establish KPIs and performance benchmarks across Customer Care operations.