WFM Lead - Staffing Forecasting & Real-Time Scheduling

UCLA Outpatient Clinics; Los Angeles (CA); On-site; USD 57,005 - 121,931; Full time

Job summary

UCLA Outpatient Clinics is seeking a Workforce Management Supervisor to lead real-time staffing, forecasting, and scheduling for our centralized call center operations. You will translate call volume into actionable staffing plans and monitor service levels to ensure optimal patient access.

You will supervise Workforce Management Analysts and partner with operations and analytics teams to drive performance insights and maintain high levels of patient service across clinics.

Qualifications

• Experience with workforce management systems and call center analytics.
• Forecasting and scheduling expertise are essential.

Responsibilities

• Lead real-time staffing management and performance monitoring.
• Develop staffing forecasts and scheduling optimization across centralized call center operations.
• Provide operational insights and ensure adherence to service level targets.
• Collaborate with operations leadership and analytics teams to support staffing models.

Job description

UCLA Outpatient Clinics is seeking a Workforce Management Supervisor to lead real-time staffing, forecasting, and scheduling for our centralized call center operations. You will translate call volume into actionable staffing plans and monitor service levels to ensure optimal patient access.

You will supervise Workforce Management Analysts and partner with operations and analytics teams to drive performance insights and maintain high levels of patient service across clinics.