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Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people, united in our mission to put the senior first. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment Health community. Working at Alignment Health provides an opportunity to do work that really matters, not only changing lives but saving them. Together.
Supervisor, WFM Real-Time & Analytics
Location
United States
Posted
29 days ago
Salary
$64.4K - $96.6K / year
Seniority
Mid Level
Job Description
Supervisor, WFM Real-Time & Analytics
Alignment Health
Role Description The Supervisor Workforce Management Real-Time and Analytics is responsible for 24/7/365 intraday workforce management to ensure optimal alignment between staffing and contact center demand across the Alignment Health enterprise. This role is both leadership as well as tactical supporting a team of Real Time Analysts (RTA) that monitors real-time performance against forecast and staffing plans, identifies variances, and executes immediate corrective actions to achieve service level, ASA, occupancy, and efficiency targets. - Lead and coach the RTA team by supporting real-time operational oversight. - Foster a culture of caring connections, accountability, and service excellence aligned with Alignment’s serving-heart culture. - Set clear performance expectations tied to quality, turnaround time, productivity, compliance, and member satisfaction. - Conduct regular coaching sessions, intraday performance to ensure high standards of service and KPI attainment. - Support onboarding, training, and continuous skill development to strengthen workforce management knowledge and collaboration skills. - Hands-on leader that steps in to support tactical execution as well as leading RTA. - Collaborative with emotional intelligence to engage and influence teams outside of supervisory responsibility. - Ensures team compliance with Alignment policies, CMS regulations, and applicable laws. - Creates a strong culture of engagement, accountability, and professional development. Qualifications - Minimum 8+ years in a contact center environment. - Minimum 5+ years in Workforce Management, Real-Time. - High School Diploma or GED required. - Bachelor’s degree or equivalent experience highly desired (preferred). - WFM or Contact Center related certification (preferred). Requirements - Intraday management and service recovery strategies. - Understanding of Erlang-based staffing principles and interval planning. - Knowledge of key WFM drivers: shrinkage, occupancy, service level, ASA, AHT, forecast accuracy. - Advanced Excel skills (data analysis, pivot tables, trend analysis). - Ability to interpret interval-level performance data and translate insights into operational actions. - Strong problem-solving and decision-making in a high-volume, real-time environment. - Effective communication and collaboration with Operations and WFM partners. - Experience with WFM and telephony platforms (Talkdesk or equivalent). - Shift, Weekend and Holiday coverage support as required. Benefits - Pay Range: $64,384.00 - $96,577.00. - Pay range may be based on a number of factors including market location, education, responsibilities, experience, etc.
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