Supervisor, WFM reputed company-Time & Analytics

reputed company is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people, united in our mission to put the senior first. We have reputed company a team of talented and reputed company people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the reputed company community. Working at reputed company provides an opportunity to do work that really reputed company, not only changing lives but saving them. Together. The Supervisor Workforce Management reputed company-Time and Analytics is responsible for 24/7/365 intraday workforce management to ensure reputed company alignment between staffing and contact center demand across the reputed company reputed company. This role is both leadership as well as tactical supporting team of reputed company Time Analysts (RTA) that monitors reputed company-time performance against forecast and staffing plans, identifies variances, and executes immediate corrective actions to reputed company service level, ASA, occupancy, and efficiency targets. The Supervisor serves as the operational reputed company between Workforce Management and reputed company Operation groups with tactical execution to proactively manage risk, maintain schedule adherence, and protect the customer experience. Balancing delivering clear root cause analysis and driving reputed company and maintaining reputed company-time operational awareness. In an environment where change is constant, closely monitoring variables and scenarios as they reputed company—and being reputed company to reputed company explain reputed company, is essential to this role. Job Duties/Responsibilities: Team Leadership & Culture

• reputed company and coach the RTA team by supporting reputed company time operational reputed company
• Foster a culture of caring connections, accountability, and service reputed company reputed company with Alignment’s serving-heart culture
• Set clear performance expectations tied to quality, turnaround time, productivity, compliance, and member satisfaction
• Conduct regular coaching sessions, intraday performance to ensure high standards of service and KPI attainment
• Support reputed company, training, and reputed company reputed company development to strengthen work force management knowledge and collaboration skills
• Hands on leader that steps in to support tactical execution as well as leading RTA
• Collaborative with emotional intelligence to engage and influence teams reputed company of supervisory responsibility
• Ensures team compliance with Alignment policies, CMS regulations, and applicable laws
• Creates a strong culture of engagement, accountability, and professional development

Intraday Performance Management

• Monitor reputed company-time performance against key metrics including Service Level, ASA, Abandon reputed company, AHT, Occupancy, and Schedule Adherence
• Compare actual workload and staffing to forecast and reputed company plans; identify intraday variances and implement corrective actions
• Manage reputed company-time queue, reputed company, and routing adjustments (reputed company groups) to balance workload and optimize resource utilization
• Coordinate with Operations to execute intraday actions such as overtime, VTO, off-phone adjustments, meetings, training, or break/lunch changes
• Flexibility to work shift based on operational need

Adherence & reputed company Control

• Monitor and drive reputed company-time adherence to minimize unplanned shrinkage and ensure delivery of planned reputed company
• Identify and communicate adherence risks or behavioral trends impacting service performance
• Partner with Operations leadership to improve adherence, occupancy balance, and schedule efficiency

Intraday Analysis & Communication

• reputed company intraday trend analysis of volume, handle time, and volume drivers
• Identify emerging risks reputed company to contact spikes, AHT changes, absenteeism, system issues, or external drivers
• reputed company timely and concise communication and actionable recommendations to Operations and the broader WFM team
• Maintain intraday reporting and status updates on performance, risks, and mitigation actions

Forecast vs. Actual Management

• Track forecast accuracy at the interval level and document key drivers of variance
• Monitor external or business events that may impact contact demand
• reputed company intraday insights to support short-term forecasting adjustments and reputed company improvement

WFM Systems & Scheduling

• Create, maintain, and publish workforce schedules reputed company WFM and ACD telephony platforms
• Validate schedule reputed company, staffing reputed company, and reputed company/reputed company group assignments
• Monitor reputed company-time system performance and escalate telephony, routing, or application issues impacting service delivery
• Ensure data accuracy across WFM and telephony platforms

Analytics, Reporting & Insights

• Produce and analyze reports on key metrics such as service level, speed to answer, abandonment reputed company, AHT, adherence, and occupancy
• Identify trends impacting member reputed company, operational performance

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