Workforce Management Supervisor- Patient Access Organization

UCLA Health; 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

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