Job details

Workforce Management Supervisor

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Overview

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.

Responsibilities

The Contact Center Supervisor is responsible for overseeing a team of customer service representatives, ensuring exceptional service delivery and achievement of key performance indicators (KPIs). This role involves coaching and mentoring team members, monitoring call quality, resolving escalated customer issues, and implementing strategies to improve efficiency and customer satisfaction. The Contact Center Supervisor also analyzes performance data, identifies trends, and collaborates with management to optimize processes and enhance the overall customer experience. Strong leadership, communication, and problem-solving skills are essential for success in this fast-paced environment.

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.

Qualifications

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.

Average salary estimate

$90000 / YEARLY (est.)

min

max

$80000K

$100000K

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What You Should Know About Workforce Management Supervisor, UNAVAILABLE

If you're looking to make a real impact in the healthcare field, consider joining Dignity Health Medical Group as a Workforce Management Supervisor in sunny Phoenix! In this exciting role, you'll oversee a vibrant team of customer service representatives, ensuring they deliver exceptional service while achieving key performance indicators (KPIs). At Dignity Health, we pride ourselves on our commitment to social justice and health equity, making this an ideal environment for those who want to contribute positively to the community. As a leader, your responsibilities will include coaching and mentoring team members, analyzing performance data to identify trends, and collaborating with management to enhance the customer experience. You'll get the chance to utilize your expertise in workforce management software to create effective schedules that align with forecasted volumes, develop staffing recommendations, and ensure our operations run smoothly. With a minimum of seven years' experience in workforce management in a contact center, along with a bachelor’s degree or equivalent experience, you'll be positioned to lead a team to great success. If you possess strong analytical skills, knowledge of performance measurement tools, and a passion for healthcare, we invite you to explore this opportunity with us!

Frequently Asked Questions (FAQs) for Workforce Management Supervisor Role at UNAVAILABLE

What are the primary responsibilities of a Workforce Management Supervisor at Dignity Health Medical Group?

The Workforce Management Supervisor at Dignity Health Medical Group is responsible for overseeing a team of customer service representatives, coaching them to ensure exceptional service delivery. This role includes developing schedules aligned with predicted call volumes, analyzing performance data, implementing strategies to improve efficiency, and resolving escalated customer issues, all while monitoring and enhancing customer satisfaction.