Remote-Supervisor, WFM Real-Time & Analytics

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Overview of the Role

The Remote Supervisor position in Workforce Management (WFM) Real-Time & Analytics at Alignment Health caters to the need for efficient management of contact center operations. This organization is dedicated to serving seniors and those who are chronically ill or frail, breaking the mold of conventional healthcare by putting the needs of these individuals first. The supervisor in this role is tasked with overseeing workforce management on a real-time basis, ensuring that staff scheduling meets contact center demand throughout the year.

Key Responsibilities

The Remote Supervisor plays a dual role that combines leadership and tactical execution. Some of the main responsibilities include:

1. Team Leadership & Culture: Leading and coaching a team of Real Time Analysts (RTA), promoting a culture of accountability and service excellence.
2. Intraday Performance Management: Monitoring performance metrics like service level, average speed of answer (ASA), and occupancy to ensure operational effectiveness.
3. Adherence & Capacity Control: Driving real-time adherence to minimize unplanned shrinkage, ensuring that service performance standards are met.
4. Intraday Analysis & Communication: Performing trend analyses and communicating actionable insights to mitigate risks and address variances in performance.
5. WFM Systems & Scheduling: Creating and maintaining workforce schedules while validating staffing levels.
6. Analytics, Reporting & Insights: Producing reports on key performance metrics and developing recommendations to improve operational efficiency.
7. Root Cause Analysis (RCA): Identifying issues and developing solutions to enhance service delivery and operational efficiency.

Required Skills and Qualifications

To be considered a match for this role, candidates should possess the following:

• Experience: A minimum of 8 years in a contact center environment, with at least 5 years focused on Workforce Management and Real-Time Analytics.
• Education: High School Diploma or GED is required; a Bachelor’s degree is preferred.
• Skills: Important skills include:
  • Advanced Excel skills for data analysis.
  • Knowledge of Erlang-based staffing principles and familiarity with key WFM drivers.
  • Strong problem-solving abilities and decision-making skills in high-pressure environments.
  • Effective collaboration and communication skills, particularly with partners in Operations and WFM.
• Tools: Familiarity with WFM and telephony platforms, such as Talkdesk, is preferred.

Salary Information

The pay range for this position is between $64,384 and $96,577, with variations based on factors like market location, responsibilities, and the applicant’s experience. This competitive compensation asserts the value that Alignment Health places on skilled individuals in the healthcare field.

Ideal Work Environment and Culture

Working at Alignment Health offers a unique opportunity to be part of a mission-driven team that is deeply committed to improving the lives of seniors. Employees are empowered to innovate and grow within the organization while making meaningful contributions to the healthcare system. The culture emphasizes caring connections and accountability, aiming to foster an engaged workforce that prioritizes the service of vulnerable populations.

Work Hours and Flexibility

The position may require flexibility in work shifts, including weekends and holidays, to meet operational needs. This adaptability is essential, especially in a high-paced and demanding environment such as health care.

Conclusion

The Remote Supervisor role in WFM Real-Time & Analytics at Alignment Health represents a chance to engage in impactful work within a supportive and innovative environment. This position is foundational in creating efficient workflows and ensuring optimal customer experiences. Candidates who are team-oriented, innovative, and skilled in workforce management will find this opportunity a perfect match for their career aspirations.

This job offer was originally published on himalayas.app