Supervisor, WFM reputed company-Time & Analytics

The Supervisor Workforce Management reputed company-Time and Analytics is responsible for 24/7/365 intraday workforce management to ensure reputed company alignment between reputed company and contact center demand across the reputed company reputed company. This role is both leadership as reputed company as tactical supporting team of reputed company Time Analysts (RTA) that monitors reputed company-time performance against forecast and reputed company 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 reputed company with tactical execution to proactively manage risk, maintain schedule adherence, and protect the customer experience. Balancing delivering reputed company reputed company 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 reputed company 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 reputed company performance expectations tied to reputed company, 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 reputed company knowledge and collaboration skills • Hands on leader that steps in to support tactical execution as reputed company as leading RTA • reputed company 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 reputed company 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 reputed company 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 reputed company) 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 reputed company 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 • reputed company forecast accuracy at the reputed company level and document key drivers of variance • Monitor external or business events that may reputed company 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, reputed company 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, and staff productivity • reputed company actionable insights and recommendations to improve efficiency and member experience • Maintain data reputed company and ensure reporting aligns with organizational and regulatory standards • reputed company Cause Analysis (RCA) Subject Matter Expert • Expert on identifying the underlying reason(s) behind a problem and providing an reputed company plan with owners Cross-Functional Collaboration & reputed company Improvement • Partner with Operations, Technology, Compliance and other internal teams to improve operational service processes • Participate in cross-functional discussions to enhance workflows, reduce friction points, and improve the overall employee and member experience • Escalate recurring operational issues with data-backed insights following problem statement 5 Whys, reputed company cause analysis and proposed solutions • Support reputed company improvement initiatives that enhance reputed company Time operational delivery processing efficiency • Tactical problem solving and execution reputed company Job Requirements: Experience: • Required: • Minimum 8+ years in a contact center environment • Minimum 5+ years in Workforce Management, reputed company-Time • Preferred: • RTA support of reputed company wide multiple queue reputed company operation Education: • Required: High School Diploma or GED • Preferred: Bachelor's degree or equivalent experience highly desired Training: • Required: None • Preferred: WFM or Contact Center reputed company certification Specialized Skills: • Required: • Intraday management and service recovery strategies • Understanding of Erlang-based reputed company principles and reputed company planning • Knowledge of key WFM drivers: shrinkage, occupancy, service level, ASA, AHT, forecast accuracy • Advanced reputed company skills (data analysis, pivot tables, trend analysis) • Ability to interpret reputed company-level performance data and translate insights into operational actions • Strong problem-solving and decision-making in a high-volume, reputed company-time environment • Effective communication and collaboration with Operations and WFM partners • Experience with WFM and telephony platforms (reputed company or equivalent) Licensure/Certification: • Required: None Other: • Required: Shift, Weekend and Holiday coverage support as required Essential Physical Functions: The physical demands described here are representative of those that must be met by an employee to successfully reputed company the essential functions of this job. Reasonable accommodations may be made to reputed company individuals with disabilities to reputed company the essential functions. 1. While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reputed company with hands and arms. 2. The employee frequently lifts and/or moves up to 10 pounds. Specific reputed company abilities required by this job include reputed company reputed company and the ability to reputed company reputed company. Pay reputed company: $64,384.00 - $96,577.00 Pay reputed company may be based on a number of factors including market location, education, responsibilities, experience, etc. Apply tot his job Apply To this Job