Supervisor, Workforce Management

@ SCAN

About the Role

SCAN Group is a not-for-profit organization dedicated to supporting older adults and innovating senior healthcare. The Supervisor, Workforce Management role ensures that service level requirements are met through resource and schedule optimization, forecasting, capacity planning, and real-time performance monitoring and data analytics.

Key Responsibilities

• Supervise the Workforce Management team, monitor attendance and schedule adherence.
• Adjust staffing and assign activities in coordination with management.
• Act as primary back-up for forecasting, capacity planning, and analytical reporting.
• Communicate job expectations, plan, monitor, and appraise job results.
• Train, coach, and support personal growth and development.
• Enforce systems, policies, procedures and generate reporting.
• Coordinate with IT and workplace services for system access and equipment.
• Support decision making using data reporting and analysis.

Qualifications

Bachelor's Degree or equivalent experience with 3+ years of workforce management supervisory experience in a call center setting. Preferred experience in forecasting, capacity planning, and healthcare call centers. Strong technical expertise, leadership, problem solving, communication, and data analytics skills are essential.

Benefits

• Competitive base salary range from $80,300 to $116,197.
• Mostly remote work with occasional out-of-town travel.
• Annual bonus program and robust wellness program.
• Generous paid time off and holiday schedule.
• Excellent 401(k) plan, tuition reimbursement, and employee recognition program.

Key skills/competency

• Workforce Management
• Forecasting
• Capacity Planning
• Data Analytics
• Call Center Operations
• Team Supervision
• Staffing Optimization
• Reporting
• Policy Enforcement
• Communication