Workforce Management Supervisor- Patient Access Organization

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

Description

The Workforce Management (WFM) Supervisor provides operational leadership for workforce planning, real-time staffing management, and performance monitoring within the Patient Access Organization's centralized call center operations. This role oversees the development of staffing forecasts, scheduling optimization, and real-time adherence monitoring to ensure service level targets and operational performance metrics are consistently achieved.

The WFM Supervisor leverages workforce management technologies, call center analytics, and forecasting methodologies to translate call volume demand into actionable staffing plans. The role partners closely with operations leadership, analytics teams, and access administrators to support staffing models, operational planning, and performance optimization across multiple patient access teams.

This position supervises Workforce Management Analysts and ensures the delivery of accurate forecasting, scheduling, reporting and operational insights that enable leaders to effectively manage patient access demand and maintain high levels of service for patients and clinics.

Salary range: $41.38-$88.51

Qualifications

Required Experience

• Bachelor's Degree- Business Administration, Healthcare Administration, Data Analytics, or related field
• 5yrs of exp Workforce management, Call center operations or operational analytics experience
• 3 yrs E xperience with workforce forecasting, developing staffing models and scheduling optimization
• Strong knowledge of workforce forecasting methodologies and staffing models including Erlang-based calculations.
• Advanced analytical skills with ability to interpret operational data and translate insights into staffing recommendations (interpreting contact center performance metrics including service level, abandonment rate, schedule adherence, and staffing utilization).
• Demonstrates clear and professional verbal and written communication; able to explain complex data insights in a simple and actionable manner while maintaining a professional tone in all interactions.
• Demonstrated ability to work as part of a team while functioning independently, maintaining confidentiality in all assignments, and showing initiative in identifying and solving problems as they occur.
• Knowledge of workforce management systems and contact center technologies such as Genesys or other CCaaS platforms.
• Ability to develop workforce reporting dashboards and operational analytics tools to support operational decision making.
• Skill in recognizing an emergency or high priority situation and taking appropriate and immediate action.
• Effectively manage multiple priorities in a fast-paced environment with the ability to balance daily tasks. Skill to organize workflow to accomplish established objectives.
• Strong organizational, project management, and leadership skills with experience supervising and developing staff in an analytical or operational environment
• Demonstrates flexibility in a fast-paced, continuously changing environment, effectively leveraging available resources to address challenges in a proactive and results-driven manner.
• Advanced Microsoft excel skills- proficient with SharePoint, PivotTables, graphs and reporting tools for workforce analysis.

Preferred Experience

• Knowledge of lean or process improvement methodologies
• Experience implementing or optimizing workforce management technologies