Workforce Supervisor
Heredia, Costa Rica
hace 10 horas

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
  • Our Values

  • 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.

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