Supervisor, Workforce Management

Supervisor, Workforce Management

About SCAN

SCAN Group is a not-for-profit organization dedicated to tackling the most pressing issues facing older adults in the United States. SCAN Group is the sole corporate member of SCAN Health Plan, one of the nation's leading not-for-profit Medicare Advantage plans, serving more than 300,000 members in California, Arizona, Nevada, Texas and New Mexico. SCAN has been a mission-driven organization dedicated to keeping seniors healthy and independent for more than 45 years and is known throughout the healthcare industry and nationally as a leading expert in senior healthcare. SCAN employees are a group of talented, passionate professionals who are committed to supporting older adults on their aging journey, while also innovating healthcare for seniors everywhere. Employees are provided in-depth training and access to state-of-the-art tools necessary to do their jobs, as well as development and growth opportunities. SCAN takes great pride in recognizing our team members as experts in their fields and rewarding them for their efforts. If you are interested in becoming part of an organization that is innovating senior healthcare visit www.thescangroup.org, www.scanhealthplan.com, or follow us on LinkedIn, Facebook, and Twitter.

The Job

Ensures that supported departments' service level requirements are achieved through resource and schedule optimization, forecasting, capacity planning, and real-time performance monitoring, and data analytics.

You Will

• Supervises members of the Workforce Management team. Monitors team members' attendance and schedule adherence and adjusts staffing to ensure adequate coverage.
• Working with workforce management manager to prioritize and assign activities to team members. Be primary back-up to senior workforce analyst role which is responsible for forecasting and capacity planning including documentation and analysis.
• Communicating job expectations with focus on accuracy, productivity, and continuous improvement. Planning, monitoring, and appraising job results.
• Train, coach, and develop personal growth opportunities for direct reports.
• Initiating, coordinating, and enforcing systems, policies, and procedures.
• Providing excellent service to and collaborating with internal customers to meet the needs of internal customers.
• Be a subject matter expert (SME) of policies, processes, software, role responsibilities, metrics, reporting, etc. involving the workforce management team.
• Generate any needed reporting and analysis to support internal customers and management.
• Supports management decision making through data reporting and analysis. Report design and generation to provide real-time and historical tracking/trending, and forecasting.
• Determines daily and interval staffing requirements, analyzes current workload trends and optimizes schedules to efficiently and effectively staff internal customers' call centers.
• Monitor and analyze various real-time production performance measurements.
• Providing immediate feedback to management about concerning workload and staffing variances and executes the appropriate recovery actions.
• Adjusts staffing, call delivery and skill as required to achieve optimization.
• Evaluates and processes all schedule adherence exceptions through the Workforce Management System.
• Schedules and monitors all required training for team.
• Schedule staff meetings, performance discussions and other off-phone activities.
• Ensures all related databases and tables are promptly and accurately updated and provides analytical support for special projects.
• Coordinates with IT and workplace services to ensure system access, workspace and equipment requirements are met.
• Supervises/Manages Others (i.e. hires, performance reviews, corrective action, etc.)
• We seek Rebels who are curious about AI and its power to transform how we operate and serve our members.
• All other duties as assigned.

Your Qualifications

• Bachelor's Degree or equivalent experience.
• 3+ years of equivalent workforce mgmt supervisory experience in a call center setting.
• Preferred: 5 years' workforce management experience including forecasting and capacity planning.
• Preferred: Call Center experience in a healthcare, Medicare Advantage plan, or customer service-related field is preferred.
• Preferred: 2-3 years of related experience.
• 0-1 years of leadership experience.
• Technical expertise.
• Leadership- Basic skills to develops others.
• Problem Solving - Basic problem-solving skills.
• Communication - Good communication and interpersonal skills
• Proficient in MS Office, PowerPoint, and Excel.
• Excellent verbal and written communication skills including documentation
• Strong data analytic skills combined with attention to detail.
• Proficient software skills of workforce management software (such as Verint and Nice with preference for Aspect), Telecom (such as Avaya and Vonage with preference for Genesys), and Microsoft Office including Excel.
• Ability to always maintain a calm demeanor, including during highly charged. situations.
• Demonstrated critical thinking and problem-solving skills.
• Flexibility to adapt to change and ability to drive change management.

What's in it for you?

• Base salary range: $80,300 to $116,197
• Work Mode: Mostly Remote, with occasional out of town travel.
• An annual employee bonus program
• Robust Wellness Program
• Generous paid-time-off (PTO)
• Eleven paid holidays per year, plus 1 floating holiday, plus 1 birthday holiday
• Excellent 401(k) Retirement Saving Plan with employer match and contribution
• Robust employee recognition program
• Tuition reimbursement
• An opportunity to become part of a team that makes a difference to our members and our community every day!

We're always looking for talented people to join our team! Qualified applicants are encouraged to apply now!

At SCAN we believe that it is our business to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects our community through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more.

SCAN is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, age, marital status, disability, protected veteran status or any other status protected by law. A background check is required.

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