What We Need
We are looking for a passionate workforce supervisor, with a deep understanding of the entire WFM planning cycle, attention to detail, and contagious energy.
Your Area of Focus
Manage the forecasting, staffing and scheduling planning process
Manage intraday staffing levels and needs to meet ASA / Service Level expectations
Manage and execute resource staffing plan against required headcount, creating best fit shift patterns in line with country legal & business requirements
Facilitate planning sessions with operations to actively close staffing gaps
Consistently review workforce management practices for automation improvements and enhancements that support the growth and evolution of business
Perform root cause analysis and implement preventive & corrective actions to address any issues related to performance of key performance indicators such as volume, forecasting and staffing patterns.
Identifies trends and insights in the data and articulates them to leadership
Manages non-productive time request process, ensuring activities are planned without impacting ASA
Evaluate schedule adherences and possible misuses of time, flagging them to the respective supervisors to achieve resource optimization
Reports all WFM metrics and develops new reports to accurately track performance and improvement opportunities.
Partner with Business Development, Operations, and Clients to develop new models to support staffing and volume changes
Your Professional Qualifications
4-6 years in Workforce management cycle (RTA, forecasting, staffing, scheduling) experience
3+ years managing workforce teams
Bachelor’s Degree in a quantitative field (engineering, economics, math, statistics)
Proficiency in Excel, Power BI and other visualization tools
Proficient in WFM tools such as Avaya, NICE, Five9
Deep understanding of concepts such as Occupancy, Usage, Shrinkage
Previous experience in highly cross functional roles and partnership with different departments
Excellent communication skills, both written and verbal. Ability to effectively present information to higher management
Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
Demonstrated ability to take initiative and ownership with focus on continuous improvement
Passionate - Be Passionately Driven : We take pride in our work, inspire others to excel, and are dedicated to solving tough problems in healthcare.
We hold ourselves to the highest standards. And we work with urgency because what we do matters.
Customer-Focused - Dedicated to Customer Success : Helping our customers succeed directs every action we take. We’re committed to helping their practices run smoother so their patients can thrive.
We are solution-oriented and aligned with their needs.
Collaborative - Together We’re Better : Great teams are collaborative, selfless, hardworking, and dedicated. We are willing to do what it takes to get the job done so we can accomplish more together.
Growing - Constant Growth : We strive to have a growth mindset in all we do. We reject the status quo. We take a unique approach and make every effort to bring clarity to a needlessly complex industry.
We are creative problem solvers that believe in making things better.