Workforce Manager - Remote

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 …