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SCAN · 1 day ago

Supervisor, Workforce Management

United States

Full-time

Remote

Mid, Senior Level

$80K/yr - $116K/yr

3+ years exp

SCAN Group is a not-for-profit organization dedicated to tackling the most pressing issues facing older adults in the United States. The Supervisor of Workforce Management will ensure service level requirements are achieved through resource optimization and performance monitoring while supervising the Workforce Management team and providing analytical support for decision-making.

Elder CareHealth CareHome Health CareMedical

Comp. & Benefits

H1B Sponsor Likely

Responsibilities

Supervises members of the Workforce Management team. Monitors team members’ attendance and schedule adherence and adjusts staffing to ensure adequate coverage

Working with workforce management manager to prioritize and assign activities to team members. Be primary back-up to senior workforce analyst role which is responsible for forecasting and capacity planning including documentation and analysis

Communicating job expectations with focus on accuracy, productivity, and continuous improvement. Planning, monitoring, and appraising job results

Train, coach, and develop personal growth opportunities for direct reports

Initiating, coordinating, and enforcing systems, policies, and procedures

Providing excellent service to and collaborating with internal customers to meet the needs of internal customers

Be a subject matter expert (SME) of policies, processes, software, role responsibilities, metrics, reporting, etc. involving the workforce management team

Generate any needed reporting and analysis to support internal customers and management

Supports management decision making through data reporting and analysis. Report design and generation to provide real-time and historical tracking/trending, and forecasting

Determines daily and interval staffing requirements, analyzes current workload trends and optimizes schedules to efficiently and effectively staff internal customers’ call centers

Monitor and analyze various real-time production performance measurements

Providing immediate feedback to management about concerning workload and staffing variances and executes the appropriate recovery actions

Adjusts staffing, call delivery and skill as required to achieve optimization

Evaluates and processes all schedule adherence exceptions through the Workforce Management System

Schedules and monitors all required training for team

Schedule staff meetings, performance discussions and other off-phone activities

Ensures all related databases and tables are promptly and accurately updated and provides analytical support for special projects

Coordinates with IT and workplace services to ensure system access, workspace and equipment requirements are met

Supervises/Manages Others (i.e. hires, performance reviews, corrective action, etc.)

We seek Rebels who are curious about AI and its power to transform how we operate and serve our members

All other duties as assigned

Qualification

Workforce management experienceForecastingCapacity planningData analyticsCall center experienceProficient in MS OfficeLeadership skillsFlexibility to adaptCommunication skillsProblem-solving skillsCritical thinking

Required

Bachelor's Degree or equivalent experience

3+ years of equivalent workforce mgmt supervisory experience in a call center setting

0-1 years of leadership experience

Technical expertise

Leadership- Basic skills to develops others

Problem Solving - Basic problem-solving skills

Communication - Good communication and interpersonal skills

Proficient in MS Office, PowerPoint, and Excel

Excellent verbal and written communication skills including documentation

Strong data analytic skills combined with attention to detail

Proficient software skills of workforce management software (such as Verint and Nice with preference for Aspect), Telecom (such as Avaya and Vonage with preference for Genesys), and Microsoft Office including Excel

Ability to always maintain a calm demeanor, including during highly charged situations

Demonstrated critical thinking and problem-solving skills

Flexibility to adapt to change and ability to drive change management

Preferred

5 years' workforce management experience including forecasting and capacity planning

Call Center experience in a healthcare, Medicare Advantage plan, or customer service-related field is preferred

2-3 years of related experience

Benefits

An annual employee bonus program

Robust Wellness Program

Generous paid-time-off (PTO)

Eleven paid holidays per year, plus 1 floating holiday, plus 1 birthday holiday

Excellent 401(k) Retirement Saving Plan with employer match and contribution

Robust employee recognition program

Tuition reimbursement

Company

SCAN

About SCAN Keeping Seniors Healthy and Independent–that’s been our mission for more than 40 years.

Founded in 1977

Long Beach, California, USA

1001-5000 employees

https://www.thescangroup.org/

H1B Sponsorship

SCAN has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (5)

2024 (3)

2023 (6)

2022 (6)

2021 (5)

2020 (6)