Healthcare
Operational Efficiency, Customer Experience & Service Delivery
Building a Scalable Workforce and Real Estate Strategy to Support Rapid Growth
The Challenge
A leading health insurance company was preparing for rapid growth across multiple lines of business. Leadership needed a workforce and capacity strategy that could support expansion while maximizing efficiency across existing contact center locations.
Key challenges included:
Optimizing employee capacity at current locations while identifying opportunities for expansion into new markets
Creating a resourcing strategy across lines of business to support recruiting, career development, and retention
Developing a long-range workforce and contact center capacity plan aligned with projected growth
The Strategy
The Northridge Group partnered with leadership to design a comprehensive workforce and location strategy that aligned operational capacity, workforce planning, and real estate investment.
The strategy focused on:
Evaluating operational performance and seat utilization across locations
Conducting labor market analysis to identify markets best positioned to attract and retain talent
Developing workforce forecasting models to estimate future resource needs
Creating a resourcing framework to support both short-term and long-term growth
The Execution
Northridge conducted detailed performance and labor market analyses to identify the most effective workforce and site strategy for the organization.
Key execution steps included:
Defining and tracking operational data to understand seat capacity utilization
Developing a long-range workforce forecast
Evaluating market conditions and operational performance across locations
Designing tools and operational processes for proactive workforce planning
Assessing short-term and long-term site expansion opportunities
The Impact
The engagement provided leadership with a data-driven roadmap for scaling operations and optimizing workforce performance.
Outcomes included:
Clear visibility into seat utilization and workforce capacity across locations
A long-range workforce forecast aligned with projected business growth
Identification of target markets for future site expansion
A comprehensive resourcing strategy supporting recruitment and retention
A multi-year workforce and real estate strategy designed to support sustainable growth
experience + excellence
Let’s Talk About Your Organization
Healthcare organizations facing rapid growth must ensure workforce strategy, operational capacity, and real estate planning evolve together. If your organization is navigating similar challenges, we would welcome the opportunity to connect.
