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Member Care Operations Workforce Lead

Neko Health· Operations & Markets
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Hybrid (New York)$171k - $209kFull-timePosted 2w ago

About the role

Lead the vision and strategy for forecasting, planning, and optimizing Member Care Operations staffing using data and analytics across global markets. Build scalable demand forecasting, capacity planning, staffing, real-time operations, and WFM tooling while maintaining a human-centered approach to member care.

Responsibilities

  • Build and maintain data driven global and regional demand forecasts across channels (phone, email, chat, messaging) including seasonality, campaigns, market launches, and volume shifts.
  • Create capacity plans and schedules balancing service levels, wellbeing, and cost across time zones, languages, and sites.
  • Plan staffing for new market and clinic launches from opening headcount to ramp up curves.
  • Manage real time operations: monitor queues, adjust staffing, intraday changes, follow the sun and cross region coverage.
  • Own scheduling processes (shift bids, leave, absence, swaps) ensuring compliance with local labour laws and working time rules in each country.
  • Track, analyse, and report on key metrics (service level, occupancy, adherence, shrinkage, forecast accuracy).
  • Produce global headcount and hiring plans with leaders and Talent Acquisition, including onboarding and training schedules.
  • Design scalable WFM processes, standards, and playbooks for rapid market adoption.
  • Evaluate, implement, and optimise WFM tooling; explore automation and AI to improve forecasting, scheduling, and analytics.
  • Build dashboards and regular reporting for leadership; surface trends and flag risks early.
  • Coach regional leads and team managers on WFM best practices.

Qualifications

  • 5+ years in workforce management, ideally in a high growth, multichannel, multisite or multicountry service operation.
  • Proven experience supporting international expansion or launching new markets.
  • Strong forecasting, capacity planning, and analytical skills, with high comfort in Excel/Sheets and SQL or a BI tool.
  • Hands on experience with WFM platforms (e.g. NICE, Verint, Assembled, Genesys, or similar).
  • Familiarity with Zendesk or comparable support tooling.
  • Analytical mindset with the ability to turn data into clear recommendations.
  • Excellent communication and stakeholder management skills across cultures and time zones.
  • Calm, proactive approach to real time changes.
  • Working knowledge of labour regulations across multiple countries is a plus.
  • Fluent English; additional European languages are a plus.

Skills

Required:ForecastingCapacity planningStaffing optimizationReal-time operationsWFM toolingData visualization
Last updated Oct 23, 2026. Interested? Apply on the company site.
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