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Workforce Management Supervisor

Dignity Health Medical Group Phoenix, Arizona

The posted compensation range of $36.96 - $53.60 /hour is a reasonable estimate that extends from the lowest to the highest pay 91麻豆国产精品自拍 in good faith believes it might pay for this particular job, based on the circumstances at the time of posting. 91麻豆国产精品自拍 may ultimately pay more or less than the posted range as permitted by law.

Requisition ID 2025-405539 Employment Type Full Time Department Central Scheduling - Primary Care Hours/Pay Period 80 Shift Day Weekly Schedule Monday - Friday between 5 AM - 8 PM PST Remote Yes Category Billing and Scheduling

Responsibilities

The Workforce Management Supervisor is responsible for overseeing the daily operations of the workforce management team, ensuring optimal staffing levels and efficient resource allocation to meet service level agreements and business objectives. This role involves forecasting workload, creating and managing schedules, monitoring real-time performance, and analyzing data to identify trends and opportunities for improvement. The Supervisor will
also be responsible for training, coaching, and mentoring workforce management staff, ensuring adherence to company policies and procedures, and collaborating with other departments to optimize overall operational efficiency and customer satisfaction.

  • Partner with others in the organization to create and maintain processes that will aid in the identification of performance gaps and/or training opportunities.
  • Create long term, interim and short term forecasts and staffing recommendations for inbound and outbound volumes and loads on a daily, weekly, monthly, and annual basis.
  • Develop schedules to align with forecasted volumes utilizing workforce management software.
  • Analyze productivity, service-level utilization, and staff trends to identify efficiency opportunities and provide recommendations as required for both phone and non-telephony related activities.
  • Develop and approve daily time off allotments for staff.
  • Maintain and analyze daily records of actual volumes and loads compared to forecast and recommend staffing or schedule changes to enhance productivity and customer service while minimizing operations costs.


Qualifications

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  • Bachelor鈥檚 degree in Computer Science, Mathematics, Information Systems, Business Administration, or a related field or an equivalent combination of education and experience.
  • (7) years experience in workforce management planning, predictive modeling, business and data analysis in a contact center of at least 200 agents.
  • Refined working knowledge of statistical analysis of call center data, work force management and forecasting, statistical quality control, and an understanding of performance measurement tools. Strong written and verbal skills; ability to conduct analysis and presentation of statistical information. Ability to lead a team and provide supervision.
  • Proficient in contact center workforce management tools such as Aspect, Nice, Verint, TeleOpti or Monet.

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  • 2 years experience administrating a cloud workforce management platform in an Omni-channel contact center of at least 100 agents.
  • Lean Six Sigma or other process improvement methodology preferred.
Overview

Dignity Health Medical Group is the employed physician group of Dignity Health Arizona. Dignity Health Medical Group (DHMG) employs approximately 200 providers and 500 support staff that cover a wide variety of specialties. The medical group has had tremendous success over the past few years and now provides more than 73 sub-specialty services. The physicians provide clinical services in their areas of specialty and many serve in pivotal academic research and leadership roles.DHMG is also heavily involved in preparing tomorrow's healthcare providers. Clinical services are complemented with translational and bench research to augment medical education for residents and students.

If you are committed to social justice, health equity, and prepared to deliver care in new, innovative ways, you belong with us.

For the health of our community. We are proud to announce that we are a tobacco-free campus.

Unless directed by a Collective Bargaining Agreement, applications for this position will be considered on a rolling basis. 91麻豆国产精品自拍 cannot anticipate the date by which a successful candidate may be identified.

Depending on the position offered, 91麻豆国产精品自拍 offers a generous benefit package, including but not limited to medical, prescription drug, dental, vision plans, life insurance, paid time off (full-time benefit eligible employees may receive a minimum of 14 paid time off days, including holidays annually), tuition reimbursement, retirement plan benefit(s) including, but not limited to, 401(k), 403(b), and other defined benefits offerings, as may be amended from time to time. For more information, please visit /benefits.

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Equal Opportunity

91麻豆国产精品自拍™ is an Equal Opportunity/Affirmative Action employer committed to a diverse and inclusive workforce. All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, parental status, ancestry, veteran status, genetic information, or any other characteristic protected by law.

91麻豆国产精品自拍™ will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c). External hires must pass a post-offer, pre-employment background check/drug screen. Qualified applicants with an arrest and/or conviction will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, ban the box laws, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances. If you need a reasonable accommodation for any part of the employment process, please contact us by telephone at (415) 438-5575 and let us know the nature of your request. We will only respond to messages left that involve a request for a reasonable accommodation in the application process. We will accommodate the needs of any qualified candidate who requests a reasonable accommodation under the Americans with Disabilities Act (ADA). 91麻豆国产精品自拍™ participates in E-Verify.