Health Workforce & Care Operations Lead - Reno

The Health Workforce & Care Operations Lead ensures optimal workforce planning and real-time operational support across Best Buy Health Care lines of business responding to the evolving needs of its programs. This role blends workforce management (forecasting, scheduling, reporting) with care operations (queue management, adherence, outage handling, payroll and timesheet accuracy). The Lead also serves as a Subject Matter Expert (SME) for WFM programs—validating timesheet exceptions, tracking Leave of Absence (LOA), assisting leaders with attendance and onboarding—and provides back-up to Health Workforce & Care Operations Specialists as needed to maintain seamless operations and service levels. This role is onsite at the Best Buy Health Reno, NV location. Hours: Overnight 5pm – 4:00am PST What You’ll Do Forecast call volumes using historical data, trends, and demand drivers to ensure adequate staffing levels that meet service level objectives without compromising quality. Create and adjust agent schedules based on forecasts, availability, and business needs, balancing coverage requirements with agent work ‑ life considerations. Oversee queue performance for all care lines of business (e.g., Health Services Response, Customer Service, Commercial PERS, Social Care), prioritizing calls, managing wait times, and ensuring SLAs are met. Monitor real ‑ time adherence, troubleshoot variances, adjust schedules, report callouts, and escalate discrepancies to minimize service impact. Process and approve time ‑ off requests, track attendance and callouts, monitor Leave of Absence (LOA) activity, and ensure staffing accuracy. Validate hours worked, authorize timesheet exceptions, and audit workforce data to ensure accuracy and compliance. Track key performance indicators including call volume, productivity, shrinkage, and customer experience to identify risks and optimization opportunities. Create and maintain daily, weekly, and monthly reports on staffing, queue performance, and workforce trends to support data ‑ driven decisions. Collaborate with leaders to align agent skills, staffing models, and resource allocation with current and forecasted demand. Partner with engineering and technology teams on system releases, updates, and outage management; coordinate communications to minimize frontline disruption. Assist leaders and agents with time and attendance questions, support onboarding and training activities, and maintain training documentation and logs. Maintain working knowledge of applicable labor regulations and internal policies to ensure compliant staffing and scheduling practices.

Minimum 4 years of customer service experience required Minimum 1-year prior call center experience required Intermediate knowledge of MS Office Suite to include Outlook, Word, and Excel to include experience with creating and maintaining spreadsheets Preferred Qualifications Prior experience with workforce management systems such as Genesys preferred Experience with auditing data and/or experience approving timesheets and/or attendance preferred Minimum 6 months prior experience in Best Buy Health “senior” type role required Strong mathematical skills What’s in it for you We’re committed to helping our people thrive at work and at home. Best Buy offers a range of benefits to support your overall well-being and provide support as you need it, especially at key moments in your life. Our benefits include: Competitive pay Great employee discount Financial savings and retirement resources Support for your physical and mental well-being Best Buy provides different types of leaves of absence (LOA) and potential pay sources to employees based on eligibility. The length of your LOA depends on your situation, where you live, your full-time or part-time employment status, and federal and state regulations. Intermittent or reduced-schedule leave is also available for certain medical or family care leaves. Paid time