Workforce Management Supervisor

Hello humankindness

Dignity Health Medical Group is the employed physician group of Dignity Health Arizona. Dignity Health Medical Group (DHMG) employs approximately 200 providers and 500 support staff that cover a wide variety of specialties. The medical group has had tremendous success over the past few years and now provides more than 73 sub-specialty services. The physicians provide clinical services in their areas of specialty and many serve in pivotal academic research and leadership roles.DHMG is also heavily involved in preparing tomorrow's healthcare providers. Clinical services are complemented with translational and bench research to augment medical education for residents and students.

If you are committed to social justice, health equity, and prepared to deliver care in new, innovative ways, you belong with us.

For the health of our community. We are proud to announce that we are a tobacco-free campus.

The Workforce Management Supervisor is responsible for overseeing the daily operations of the workforce management team, ensuring optimal staffing levels and efficient resource allocation to meet service level agreements and business objectives. This role involves forecasting workload, creating and managing schedules, monitoring real-time performance, and analyzing data to identify trends and opportunities for improvement. The Supervisor will
also be responsible for training, coaching, and mentoring workforce management staff, ensuring adherence to company policies and procedures, and collaborating with other departments to optimize overall operational efficiency and customer satisfaction.

• Partner with others in the organization to create and maintain processes that will aid in the identification of performance gaps and/or training opportunities.
• Create long term, interim and short term forecasts and staffing recommendations for inbound and outbound volumes and loads on a daily, weekly, monthly, and annual basis.
• Develop schedules to align with forecasted volumes utilizing workforce management software.
• Analyze productivity, service-level utilization, and staff trends to identify efficiency opportunities and provide recommendations as required for both phone and non-telephony related activities.
• Develop and approve daily time off allotments for staff.
• Maintain and analyze daily records of actual volumes and loads compared to forecast and recommend staffing or schedule changes to enhance productivity and customer service while minimizing operations costs.

Minimum: 

• Bachelor’s degree in Computer Science, Mathematics, Information Systems, Business Administration, or a related field or an equivalent combination of education and experience.
• (7) years experience in workforce management planning, predictive modeling, business and data analysis in a contact center of at least 200 agents.
• Refined working knowledge of statistical analysis of call center data, work force management and forecasting, statistical quality control, and an understanding of performance measurement tools. Strong written and verbal skills; ability to conduct analysis and presentation of statistical information. Ability to lead a team and provide supervision.
• Proficient in contact center workforce management tools such as Aspect, Nice, Verint, TeleOpti or Monet.

Preferred: 

• 2 years experience administrating a cloud workforce management platform in an Omni-channel contact center of at least 100 agents.
• Lean Six Sigma or other process improvement methodology preferred.