Make a difference in people’s lives every day. When you join UCLA Health, you’ll be working at an institution that provides leading-edge care to the people of L.A. and throughout the world. We provide our team members with the environment and support to do amazing work, because each and every one of them plays a vital role in our commitment to care.
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
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 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
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