Workforce Management Supervisor: Forecasting & Scheduling Analytics

University of California - Los Angeles Health; Los Angeles (CA); On-site; USD 56,481 - 122,606; Full time

Job summary

University of California - Los Angeles Health is seeking a Workforce Management Supervisor to lead real-time staffing, forecasting, and performance analysis for the Patient Access call center. You will supervise WFM Analysts and translate call volume into actionable staffing plans while partnering with operations and analytics teams.

The role requires strong leadership, expertise in Erlang-based calculations, and advanced Excel/CCaaS knowledge.

Qualifications

• Bachelor's degree in a related field as listed in the job ad.

Responsibilities

• Provide operational leadership for real-time staffing management and performance monitoring.

Skills

Workforce management

Call center operations

Operational analytics

Forecasting

Staffing models

Scheduling optimization

Erlang calculations

Data interpretation

Communication

Leadership

Education

Bachelor's degree in Business Administration/Healthcare Administration/Data Analytics

Tools

Genesys (CCaaS)

Microsoft Excel

SharePoint

PivotTables

Job description

University of California - Los Angeles Health is seeking a Workforce Management Supervisor to lead real-time staffing, forecasting, and performance analysis for the Patient Access call center. You will supervise WFM Analysts and translate call volume into actionable staffing plans while partnering with operations and analytics teams.

The role requires strong leadership, expertise in Erlang-based calculations, and advanced Excel/CCaaS knowledge.