Point C [https://pointchealth.com] is a National third-party administrator (TPA) with local market presence that delivers

customized self-funded benefit programs. Our commitment and partnership means thinking beyond the typical solutions in the market

– to do more for clients – and take them beyond the standard “Point A to Point B.” We have researched the most effective cost

containment strategies and are driving down the cost of plans with innovative solutions such as, network and payment integrity,

pharmacy benefits and care management. There are many companies with a mission. We are a mission with a company.

The Workforce Manager is responsible for supporting workforce management systems, forecasting workload demand, scheduling staff,

and optimizing staffing efficiency across operations. This role ensures accurate reporting, system configuration, and performance

monitoring to improve service levels, productivity, and operational outcomes.

Primary Responsibilities:

Analyze historical data to forecast call volume/workload trends
Develop short-term and long-term staffing models
Monitor real-time adherence and staffing levels
Recommend adjustments based on performance metrics
Build and maintain employee schedules
Manage shift bids, PTO planning, and staffing coverage
Support intraday management decisions
Ensure staffing aligns with service-level goals
Maintain Workforce Management platforms (e.g., Zendesk, ADP)
Configure queues, skills, schedules, and forecasting inputs
Troubleshoot system issues and partner with IT/vendors
Support upgrades and enhancements
Partner with operations leaders on staffing strategies
Identify efficiency improvement opportunities
Support workforce planning meetings / Maintain documentation and process workflows

Qualifications:

Bachelor’s degree in Business, Analytics, IT, or related field (or equivalent experience)
2+ years’ Workforce Management or call center analytics experience
Experience with WFM platforms (Zendesk, HubSpot, Verint, NICE, Aspect, UKG, Genesys, etc.)
Advanced Excel skills (pivot tables, formulas, trend analysis)
Strong analytical and problem-solving ability
Attention to detail and data accuracy
Experience supporting multi-site or multi-channel environments preferred
SQL, Power BI, or Zendesk “CRM” experience preferred
Knowledge of forecasting models preferred
Healthcare, contact center, or operations background preferred

Individual compensation will be commensurate with the candidate's experience and qualifications. Certain roles may be eligible for

additional compensation, including bonuses, and merit increases. Additionally, certain roles have the opportunity to receive sales

commissions that are based on the terms of the sales commission plan applicable to the role.

Pay Transparency

$65,000—$75,000 USD

Benefits:

Comprehensive medical, dental, vision, and life insurance coverage
401(k) retirement plan with employer match
Health Savings Account (HSA) & Flexible Spending Accounts (FSAs)
Paid time off (PTO) and disability leave
Employee Assistance Program (EAP)

Equal Employment Opportunity: At Point C Health, we know we are better together. We value, respect, and protect the uniqueness

each of us brings. Innovation flourishes by including all voices and makes our business—and our society—stronger. Point C Health

is an equal opportunity employer and we are committed to providing equal opportunity in all of our employment practices, including

selection, hiring, performance management, promotion, transfer, compensation, benefits, education, training, social, and

recreational activities to all persons regardless of race, religious creed, color, national origin, ancestry, physical disability,

mental disability, genetic information, pregnancy, marital status, sex, gender, gender identity, gender expression, age, sexual

orientation, and military and veteran status, or any other protected status protected by local, state or federal law.

Role

Workforce Manager

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