Director, Workforce Management

Lantern is the specialty care platform connecting people with the best care when they need it most. By curating a Network of Excellence comprised of the nation's top specialists for surgery, cancer care, infusions and more, Lantern delivers excellent care with significant cost savings to employers and their workforces. Lantern also pairs members with a dedicated care team, including Care Advocates and nurses, for the entirety of their care journey, helping them get back to good health, back to their families and back to work. With convenient access to specialists nationwide, Lantern means quality care is within driving distance for most. Lantern is trusted by the nation's largest employers to deliver care to more than 6 million members across the country. Learn more about us at lanterncare.com. 

About You:

• You use LOGIC in your decision making and understand that progress is critical to making change. You focus on the execution of your content while balancing a fast-paced environment and you take the time to celebrate both the small & big wins. 
• INCLUSION is a core tenant of your personal beliefs. A diverse and inclusive environment is incredibly important to you. You understand and desire to be a part of a diverse team with different experiences and perspectives & you cherish the differences in each individual that you interact with.
• You have the GRIT, drive and ambition to tackle big problems. Big problems require big ideas and a team that supports new ideas. 
• You care deeply for your customers are driven to keep HUMANITY in all decisions. Your customers aren’t just the individuals using your product. They are the driving factor in your motivation to make a change.
• Integrity guides you in life. Focusing on the TRUTH vs. giving people the answers they want to hear. 
• You thrive in a Team Environment. Collaboration is key in innovation and creating change.

These pillars of LIGHT are a reminder to our team that we are making a difference by providing guidance and support in navigating the often complex and confusing landscape of healthcare. We hope that through this LIGHT, individuals can find their way to the best care, resources, and support they need to get back to life. 

If this sounds like you, we would love to connect to speak further about career opportunities at Lantern.

Please apply to our role & someone from our Talent Acquisition Team will reach out to help you navigate our interview process.

Director – Workforce Management

We are seeking a dynamic and experienced leader to design, own and implement workforce management strategies.  This role requires a strategic mindset and exceptional analytical skills to forecast volume, demand, plan capacity and align workforce availability with the needs of our business.  This role will focus on managing inbound and outbound call forecasting, capacity planning, scheduling efficiency and managing a team that is focused on real time adherence, trend analysis, and enhancing customer experience through data-driven insights. The ideal candidate will have a proven track record in building and leading high-performing teams, driving robust forecasting methods, and implementing process improvements.

Location: Remote | USA | Travel Required (1x per month to Dallas office)

Responsibilities:

Workforce Management Expertise:

• Utilize advanced analytics to forecast inbound and outbound call volumes and case progression.  Requires the ability and proven success to leverage historical data, seasonal trends, sales forecast and projected business needs. 
• Analyze call volume trends and patterns to optimize staffing levels and ensure operational efficiency.
• Collaborate with cross-functional teams to align workforce planning with organizational goals.
• Drive adoption of workforce management tools and continuously seek opportunities to enhance planning accuracy and efficiency
• Identify and mitigate risks related to workforce shortages or surpluses and devise contingency plans to ensure uninterrupted member delivery.

Data Analysis Expertise:

• Conduct comprehensive data analysis to assess customer experience metrics and identify areas for improvement.
• Utilize advanced analytical techniques to evaluate trends and derive actionable insights.
• Present findings and recommendations to senior leadership to inform strategic decision-making.

Team Leadership:

• Build, mentor, and lead a high-performing team of analysts and workforce management professionals.
• Foster a collaborative and innovative team culture that prioritizes continuous improvement and excellence.
• Establish clear performance metrics and goals for team members.

Process Improvement:

• Identify opportunities for process enhancements within workforce management and data analysis functions.
• Implement best practices and innovative solutions to improve operational efficiency and customer satisfaction.
• Collaborate with stakeholders to ensure alignment on process changes and improvements.

Requirements:

• Bachelor’s degree in Business, Data Science, Healthcare Administration, or a related field (Master’s degree preferred).
• Minimum of 10 years of experience in workforce management and data analysis, preferably within the healthcare sector.
• Detailed experience with CX One, including inbound and outbound dialer functionality.
• Familiarity with industry-leading technologies and tools, including but not limited to Erlang C models, workforce management software, and data visualization platforms.
• Proven experience in leading and developing teams, with strong leadership and interpersonal skills.
• Expertise in call center operations, forecasting methodologies, and customer experience analysis.
• Proficient in data analytics tools and software (e.g., Excel, SQL, Tableau, Power BI etc.).
• Strong problem-solving skills and the ability to drive process improvements.
• Excellent communication and presentation skills, with the ability to convey complex data insights to diverse audiences.

Strong Candidates will:

• High energy – ability to work in fast paced environment
• Have data analytical curiosity that drives continuous improvement and efficiency in how we manage our workforce.
• Have ability to operate in a fast-paced environment centered around customer excellence over all things!
• Are passionate about precision in developing WFM solutions that enable revenue
• Enjoy the art and science behind building stellar Workforce Management capabilities.

 Benefits

Lantern does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.