Description
The Workforce Management Senior Supervisor is a leadership role within Evernorth Health Services' Client and Customer Experience Workforce Management organisation. You will be accountable for Scheduling, Real Time, and Intradiem product delivery, leading a team of Resource Planning Scheduling and Real Time Analysts.
Responsibilities:
- Collaborate with Workforce and Operations Leadership Teams to provide strategic, operational, and tactical plans for resource deployment
- Lead the team to analyse call centre trends to predict staffing needs and summarise operational data for management
- Work autonomously and maintain collaborative partnerships with matrix partners, team members, and direct reports
- Exercise judgment in the evaluation, selection, and adaptation of both standard and complex techniques and procedures
- Utilize in-depth professional knowledge and acumen to develop models and procedures, and to monitor trends
Scheduling Ownership:
- Lead the creation, validation, and optimisation of schedules using WFM tools
- Identify forecast-to-schedule variances and partner with Operations to implement schedule adjustments
- Conduct regular retrospective analyses of schedule effectiveness
- Oversee PTO, holiday, and shift bidding processes
Real Time Management Ownership:
- Lead the team in monitoring intraday performance against service level, ASA, occupancy, and productivity targets
- Drive proactive real-time actions including reforecasting, staffing rebalancing, OT/VTO recommendations
- Ensure timely identification and mitigation of off-production risks and opportunities
Requirements:
- High school diploma or GED required; Bachelor's degree preferred
- 5-8 years of relevant WFM experience; 3+ years relevant experience with a Bachelor's degree
- Demonstrated leadership skills; experience supervising remote staff and driving results in a virtual environment
- Strong analytical and technical skills; demonstrated knowledge of MS Office software, specifically PowerPoint and Excel
- Prior experience with Workforce Management software (Aspect, Verint, NICE, etc.)