The Workforce Management Administrator serves as a strategic leader responsible for designing, implementing, and optimizing enterprise workforce planning and performance management strategies for Pediatric Associates’ Patient Contact Center (PCC). This role ensures the organization maintains the optimal balance of staffing, cost efficiency, patient access, and service quality across a complex, multi-state, multi-language healthcare contact center environment.

The Workforce Management Administrator owns forecasting accuracy, capacity planning, scheduling optimization, and real-time operational performance while supporting hybrid domestic and offshore workforce models. The role directly influences patient experience outcomes, regulatory access standards, labor cost efficiency, and operational scalability. This position partners closely with executive leadership, Finance, Operations, Telecom, and Enterprise Analytics to deliver data-driven workforce strategies that improve First Call Resolution (FCR), reduce patient wait times, and support sustainable organizational growth.