Implement and refine WFM tools and methodologies to improve accuracy and responsiveness Quality Assurance (QA) * Establish and maintain a comprehensive QA framework to monitor and improve patient ...
Implement and refine WFM tools and methodologies to improve accuracy and responsiveness Quality Assurance (QA) * Establish and maintain a comprehensive QA framework to monitor and improve patient ...
Remote Wfm information
See Minnesota salary details
$37.7K - $49.6K
6% of jobs
$58.3K is the 25th percentile. Wages below this are outliers.
$49.6K - $61.6K
26% of jobs
$61.6K - $73.5K
7% of jobs
The median wage is $84.3K / yr.
$73.5K - $85.4K
12% of jobs
$85.4K - $97.4K
18% of jobs
$97.4K - $109.3K
0% of jobs
$109.3K - $121.2K
5% of jobs
$121.9K is the 75th percentile. Wages above this are outliers.
$121.2K - $133.2K
10% of jobs
$133.2K - $145.1K
1% of jobs
$145.1K - $157K
14% of jobs
$157K - $168.9K
1% of jobs
$37.7K
$95.6K
$168.9K
How much do remote wfm jobs pay per year?
As of Aug 9, 2026, the average yearly pay for remote wfm in Minnesota is $95,567.00, according to ZipRecruiter salary data. Most workers in this role earn between $55,800.00 and $129,800.00 per year, depending on experience, location, and employer.
What are the key skills and qualifications needed to thrive in the Remote WFM position, and why are they important?
To thrive as a Remote WFM (Workforce Management) professional, you need strong analytical abilities, advanced proficiency in forecasting and scheduling, and a solid understanding of call center operations, typically supported by relevant experience or a degree in business, statistics, or a related field. Familiarity with WFM software such as NICE, Verint, or Genesys, as well as advanced Excel skills or similar data analysis tools, is commonly required, and industry certifications can be advantageous. Excellent communication, attention to detail, adaptability, and problem-solving skills help you effectively coordinate with remote teams and respond to changing business needs. These skills are vital to optimize staffing efficiency, maintain service level goals, and support smooth remote operations in fast-paced environments.
What is a Remote WFM?
A Remote WFM (Workforce Management) job involves managing and optimizing workforce resources for a company, typically in a remote or virtual environment. Responsibilities may include forecasting workload, scheduling staff, monitoring real-time activities, and ensuring operational efficiency. These roles are common in industries like customer service, call centers, and tech support, where maintaining workforce productivity is essential. Remote WFM professionals use data analysis and workforce planning tools to align staffing with business needs while ensuring employee engagement and efficiency.
What are some common challenges faced by Remote WFM professionals, and how can they be addressed?
Remote WFM professionals often face challenges such as coordinating across different time zones, managing last-minute staffing changes, and ensuring clear communication with dispersed teams. Staying organized and maintaining up-to-date workforce data can be demanding in a virtual environment, but leveraging advanced WFM software and establishing standardized processes can help streamline workflows. Regular check-ins with team leaders, proactive communication, and continuous learning about industry best practices enable WFM specialists to respond quickly to fluctuating demands. Adapting to the dynamic nature of remote operations is key to successfully supporting service goals and business efficiency.
What are the most commonly searched types of Wfm jobs in Minnesota? The most popular types of Wfm jobs in Minnesota are:
What are popular job titles related to Remote Wfm jobs in Minnesota? For Remote Wfm jobs in Minnesota, the most frequently searched job titles are:
What job categories do people searching Remote Wfm jobs in Minnesota look for? The top searched job categories for Remote Wfm jobs in Minnesota are:
What cities in Minnesota are hiring for Remote Wfm jobs? Cities in Minnesota with the most Remote Wfm job openings:
Director, Customer Experience Billing Operations (Remote)
Edina, MN • On-site, Remote
Full-time
Re-posted 23 days ago
ExamOne rating
6.6
Based on 9 frontline employees who took The Breakroom Quiz
98th of 120 rated laboratories
Job description
The Director of Patient Customer Service Operations Support is responsible for leading the strategic and operational backbone of a high-volume, omnichannel patient contact center. This role oversees workforce management, quality assurance, training and development, performance analytics, and continuous improvement initiatives to ensure exceptional patient experiences across all channels (phone, chat, email, and digital platforms).
This leader partners cross-functionally to align operational capabilities with organizational goals, optimize efficiency, and drive measurable improvements in patient satisfaction, access, and service delivery.
Responsibilities
Strategic Leadership
- Define and execute the long-term vision for contact center support functions, aligning with enterprise patient experience and access strategies
- Serve as a key advisor to senior leadership on operational performance, capacity planning, and service delivery innovation
- Lead transformation initiatives, including technology adoption, process optimization, and omnichannel integration
Workforce Management (WFM)
- Oversee forecasting, capacity planning, scheduling, and real-time management for a high-volume contact center
- Ensure optimal staffing models to balance service levels, cost efficiency, and patient access
- Implement and refine WFM tools and methodologies to improve accuracy and responsiveness
Quality Assurance (QA)
- Establish and maintain a comprehensive QA framework to monitor and improve patient interactions
- Drive consistency in service delivery, compliance, and patient-centered communication
- Leverage QA insights to inform coaching, training, and process improvements
Training & Development
- Lead the design and execution of onboarding and continuous training programs for contact center staff and leadership
- Ensure training aligns with clinical, regulatory, and service excellence standards
- Foster a culture of continuous learning, coaching, and professional development
Performance Analytics & Reporting
- Develop and manage KPIs, dashboards, and reporting frameworks to monitor operational performance and patient experience
- Translate data into actionable insights to drive decision-making and continuous improvement
- Analyze trends in call volume, patient needs, and agent performance to inform strategy
Operational Excellence & Continuous Improvement
- Identify and implement process improvements to enhance efficiency, reduce friction, and improve patient outcomes
- Partner with IT, digital, and adjacent teams to optimize workflows and tools supporting patient interactions
- Champion Lean, Six Sigma, or similar methodologies to drive sustainable improvements
Omnichannel Contact Center Oversight
- Ensure seamless patient experiences across all engagement channels
- Optimize channel strategy to meet evolving patient preferences and access needs
- Monitor emerging trends and technologies in patient engagement and contact center operations
People Leadership
- Lead and develop a team of managers and subject matter experts across WFM, QA, training, and analytics
- Build a high-performing, inclusive culture focused on accountability, innovation, and patient-centered service
- Drive employee engagement and retention within support functions
Qualifications
Required
- 8-10+ years of experience in contact center operations, with at least 5 years in a senior leadership role
- Demonstrated experience managing workforce management, QA, training, and analytics functions
- Experience in healthcare, payer, provider, or patient services environment
- Strong analytical skills with experience leveraging data to drive operational decisions
- Proven ability to lead large-scale, high-volume, omnichannel contact center environments
Preferred
- Experience with WFM and contact center technologies (e.g., Five9, Verint)
- Lean/Six Sigma certification or equivalent process improvement experience
- Knowledge of healthcare regulations (HIPAA, compliance standards)
People Leader Responsibility
- Organizational Impact: Enterprise or multi-site impact with responsibility for core operational support functions across the contact center ecosystem
- Span of Control: Typically leads multiple managers and/or senior individual contributors; indirect influence across 200+ frontline staff depending on organizational size
- Decision-Making Authority: High degree of autonomy in setting strategy for WFM, QA, training, and analytics; contributes to enterprise-level operational planning
- Stakeholder Complexity: Regular interaction with senior leaders (VP and above), as well as cross-functional partners in Clinical, Digital, IT, Compliance, and Operations
Education
- Bachelor's degree in Business, Healthcare Administration, or related field (Required)
- Master's degree (Preferred)
About the Team
Quest Diagnostics honors our service members and encourages veterans to apply.
While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume.
Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.