Supervisor, WFM Real-Time & Analytics

The Supervisor Workforce Management Real-Time and Analytics is responsible for 24/7/365 intraday workforce management to ensure optimal alignment between staffing and contact center demand across the Alignment Health enterprise. This role is both leadership as well as tactical supporting team of Real Time Analysts (RTA) that monitors real-time performance against forecast and staffing plans, identifies variances, and executes immediate corrective actions to achieve service level, ASA, occupancy, and efficiency targets. The Supervisor serves as the operational bridge between Workforce Management and enterprise 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 collaborative solutions and maintaining real-time operational awareness. In an environment where change is constant, closely monitoring variables and scenarios as they unfold-and being able to clearly explain outcomes, is essential to this role. Job Duties/Responsibilities: Team Leadership & Culture

• Lead and coach the RTA team by supporting real time operational oversight
• Foster a culture of caring connections, accountability, and service excellence aligned 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 onboarding, training, and continuous skill 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 outside 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 real-time performance against key metrics including Service Level, ASA, Abandon Rate, AHT, Occupancy, and Schedule Adherence
• Compare actual workload and staffing to forecast and capacity plans; identify intraday variances and implement corrective actions
• Manage real-time queue, skill, and routing adjustments (ring 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 & Capacity Control

• Monitor and drive real-time adherence to minimize unplanned shrinkage and ensure delivery of planned capacity
• 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

• Perform intraday trend analysis of volume, handle time, and volume drivers
• Identify emerging risks related to contact spikes, AHT changes, absenteeism, system issues, or external drivers
• Provide 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
• Provide intraday insights to support short-term forecasting adjustments and continuous improvement

WFM Systems & Scheduling

• Create, maintain, and publish workforce schedules within WFM and ACD telephony platforms
• Validate schedule integrity, staffing levels, and ring/skill group assignments
• Monitor real-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 rate, AHT, adherence, and occupancy
• Identify trends impacting member access, operational performance, and staff productivity
• Develop actionable insights and recommendations to improve efficiency and member experience
• Maintain data integrity and ensure reporting aligns with organizational and regulatory standards
• Root Cause Analysis (RCA) Subject Matter Expert
• Expert on identifying the underlying reason(s) behind a problem and providing an action plan with owners

Cross-Functional Collaboration & Continuous 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, root cause analysis and proposed solutions
• Support continuous improvement initiatives that enhance Real Time operational delivery processing efficiency
• Tactical problem solving and execution focus

Job Requirements: Experience:

• Required:
• Minimum 8+ years in a contact center environment
• Minimum 5+ years in Workforce Management, Real-Time
• Preferred:
• RTA support of enterprise wide multiple queue complex 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 related certification

Specialized Skills:

• Required:
• Intraday management and service recovery strategies
• Understanding of Erlang-based staffing principles and interval planning
• Knowledge of key WFM drivers: shrinkage, occupancy, service level, ASA, AHT, forecast accuracy
• Advanced Excel skills (data analysis, pivot tables, trend analysis)
• Ability to interpret interval-level performance data and translate insights into operational actions
• Strong problem-solving and decision-making in a high-volume, real-time environment
• Effective communication and collaboration with Operations and WFM partners
• Experience with WFM and telephony platforms (Talkdesk 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 perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform 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 reach with hands and arms. 2. The employee frequently lifts and/or moves up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. Pay Range: $64,384.00 - $96,577.00 Pay range may be based on a number of factors including market location, education, responsibilities, experience, etc. Apply tot his job Apply To this Job