Workforce Management Supervisor- Patient Access Organization

UCLA Health; Los Angeles (CA); On-site; USD 59,000 - 126,000; Full time

Job summary

UCLA Health is seeking an experienced Workforce Management Supervisor to lead real-time staffing, forecasts, and performance analytics within the Patient Access call center operations.

Responsibilities include developing staffing models, optimizing schedules, and delivering actionable insights to leaders. The role requires strong analytics, leadership, and cross-functional collaboration in a dynamic healthcare environment.

Qualifications

• Bachelor's degree in Business Administration, Healthcare Administration, Data Analytics, or related field
• 5+ years of experience in workforce management, call center operations, or operational analytics
• 3+ years of experience with forecasting, staffing models, and scheduling optimization
• Knowledge of forecasting methodologies and staffing models (Erlang-based)
• Ability to translate data insights into staffing recommendations and present clearly

Responsibilities

• Lead real-time staffing management and performance monitoring
• Develop staffing forecasts and optimize schedules
• Provide operational insights and dashboards for decision making
• Collaborate with operations, analytics, and access administrators across multiple teams

Skills

Advanced analytical skills

Strong communication

Leadership

Team supervision

Education

Bachelor's degree in Business Administration or related field

Tools

Genesys

CCaaS platforms

Microsoft Excel

SharePoint

PivotTables

Job description

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Work Schedule

Monday- Friday, variable shifts 7am-7pm

Posted Date

10/01/2026

Salary Range: $42.58 - 91.14 Hourly

Employment Type

Duration

Indefinite

Job #

33515

Primary Duties and Responsibilities

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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: $42.58-$91.14

Job Qualifications

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Required Experience

• Bachelor's Degree- Business Administration, Healthcare Administration, Data Analytics,or related field and/ or years of relevant experience
  
• 5yrs of expWorkforce management, Call center operations or operational analytics experience
  
• 3 yrs Experience 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

As a condition of employment the final candidate who accepts an offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; or have filed an appeal of a finding of substantiated misconduct with a previous employer. Current/former UC employees are subject to a personnel file review.