Manager, Workforce Management

AltaMed Workforce Management Manager If you are as passionate about helping those in need as you are about growing your career, consider AltaMed. At AltaMed, your passion for helping others isn't just welcomed – it's nurtured, celebrated, and promoted, allowing you to grow while makinga meaningful difference. We don't just serve our communities; we are an integral part of them. By raising the expectations of what a community clinic can deliver, we demonstrate our belief that quality care is for everyone. Our commitment to providing exceptional care, despite any challenges, goes beyond just a job; it's a calling that drives us forward every day. Job Overview The Manager, Workforce Management position is responsible for all the day-to-day operations within the call center to help ensure staffing needs and service metric goals are achieved. This includes establishing policies, procedures, strategies, and tactics for the Patient Service Center, and aligning with the clinics and regulatory compliance to ensure patient satisfaction. The Workforce Manager is responsible for hiring, training, developing, coaching, managing, and delivering performance evaluations to a team of Workforce Analysts. Accountable for core workforce management functions and backup to the Analysts. Functions include: reporting, long-term and short-term forecasting, resource load-balancing, queue open-closures, capacity planning, trend analysis, employee scheduling, schedule optimization, and intraday management. This role must have an in-depth knowledge and understanding of the current WFM scheduling software suite features and functions. This role will support business growth when additional queues, new software, and tools are implemented. Collaborate on initiatives and call center roll-outs to maximize efficiencies to better meet service level objectives and reduce costs. Identify risks and opportunities in service-level metrics and recommend action plans to improve overall performance. Minimum Requirements A BA/BS degree is required, or a minimum of 5 years of experience in Workforce Management in analytics, forecasting, scheduling, and intra-day monitoring is required. Minimum of 2 years of experience in a Management/Supervisory level position required. Minimum of 2 years of experience leading or managing a team of Workforce Analysts preferred. Experience with WFM tools and Contact Center applications. Minimum of 5 years of experience working with workforce management scheduling software (e.g., ININ/Genesys, Verint, Calabrio, IEX) preferred. Minimum of 3 years of working with call center/ACD phone systems preferred. Compensation $100,692.80 - $120,831.36 annually Actual salary offers are considered by various factors, including budget, experience, skills, education, licensure and certifications, and other business considerations. The range is subject to change. AltaMed is committed to ensuring a fair and competitive compensation package that reflects the candidate's value and the role's strategic importance within the organization. This role may also qualify for discretionary bonuses or incentives. Benefits & Career Development Medical, Dental and Vision insurance 403(b) Retirement savings plans with employer matching contributions Flexible Spending Accounts Commuter Flexible Spending Career Advancement & Development opportunities Paid Time Off & Holidays Paid CME Days Malpractice insurance and tail coverage Tuition Reimbursement Program Corporate Employee Discounts Employee Referral Bonus Program Pet Care Insurance AltaMed Health Services Corp. will consider qualified applicants with criminal history pursuant to the California Fair Chance Act and City of Los Angeles Fair Chance Ordinance for Employers. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if AltaMed Health Service Corp. is concerned about a conviction directly related to the job, you will be given a chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.