Customer Care Workforce Manager

Job Description

Job Description

“Improving the lives of those with chronic care diseases while providing solutions to our customers."

Looking for a new opportunity? At SuperCare Health you have the chance to reach your dreams by helping us in serving the healthcare needs of our ever-growing patient population. Matching passion with careers, here hard work has never been so satisfying.

Who We Are:

SuperCare Health is the leading post-acute, in-home respiratory care provider in the Western U.S., serving the healthcare needs of our ever-growing patient population for over 50 years. We specialize in respiratory and chronic disease management, delivering innovative solutions that enhance the quality of life for our patients. Our commitment to clinical excellence and operational integrity has made us a trusted partner for healthcare providers nationwide.

What We’re Looking For:

The Customer Care Call Center Workforce Manager is responsible for optimizing workforce planning, scheduling, real-time operations, and performance management for SuperCare Health's Customer Care organization. This leader ensures the right resources are available at the right time to deliver exceptional patient and referral source experiences while meeting service level goals, productivity targets, and operational efficiency standards.

The ideal candidate brings extensive Talkdesk Workforce Management (WFM) experience, deep call center leadership expertise, and a strong understanding of healthcare customer service operations.

What You’ll Do:

• Develop short-term and long-term staffing forecasts using historical trends, seasonality, growth projections, and operational initiatives.
• Manage workforce planning processes including forecasting, scheduling, shrinkage management, and staffing models.
• Analyze call, chat, email, and other customer interaction volumes to ensure optimal staffing levels.
• Create staffing recommendations and business cases for hiring, cross-training, and resource allocation.
• Monitor adherence to schedules and service level performance.

• Serve as the primary Workforce Management subject matter expert for Talkdesk.
• Configure and optimize Talkdesk WFM forecasting, scheduling, intraday management, and reporting tools.
• Analyze Talkdesk performance metrics and identify opportunities for operational improvements.
• Partner with IT and Operations teams to implement enhancements and support system upgrades.
• Ensure accurate agent skill assignments, routing strategies, and workforce configurations.

• Lead intraday management activities to ensure achievement of:
  • Service Level Agreements (SLAs)
  • Average Speed of Answer (ASA)
  • Abandonment Rate
  • Occupancy
  • Adherence
  • Productivity Goals
• Make real-time staffing adjustments based on changing business demands.
• Coordinate overtime, voluntary time off, and schedule modifications as needed.

• Partner with Customer Care leadership to align workforce strategies with operational goals.
• Support frontline supervisors and managers through performance insights and workforce recommendations.
• Develop reporting packages and executive dashboards.
• Drive continuous improvement initiatives focused on customer experience, efficiency, and employee engagement.

• Produce daily, weekly, monthly, and quarterly workforce performance reports.
• Analyze trends and provide actionable recommendations to leadership.
• Present workforce insights to senior leaders and operational stakeholders.
• Establish KPIs and performance benchmarks across customer care operations.

This role may be a fit if you have..

• 5+ years of Workforce Management experience in a contact center environment.
• 3+ years of leadership experience managing workforce planning or call center operations teams.
• Advanced experience with Talkdesk Workforce Management (WFM) and reporting tools.
• Experience leading high-volume customer service or healthcare contact center operations.
• Strong forecasting, scheduling, and capacity planning expertise.

• Healthcare, DME, respiratory care, home health, or patient services experience.
• Knowledge of patient intake, referral management, authorization, or customer care workflows.
• Experience supporting multi-site or remote contact center teams.
• Familiarity with healthcare compliance and HIPAA requirements.

Benefits:

• Medical
• Dental
• Vision
• Flexible Savings Account
• 401K
• Voluntary Life Insurance
• Observed Holidays: New Year's Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, Christmas Day.

Perks:

• Paid Training
• Paid Time Off
• Sick Time
• Growth Opportunities
• Employee Referral Reward Program
• Employee Discount Program
• Compensation dependent on experience & qualifications

Any employment proposal is contingent upon satisfactory completion of: Background Check, Reference Check(s), Driving Record (if applicable), Pre-employment Drug and TB Tests

What SuperCare Health is About

'SuperCare Health is a comprehensive, post-acute care, respiratory services company, focused on managing high-risk respiratory patients in their homes.

Today, SuperCare health manages millions of lives annually, with a growing team of more than 400 members, and has one of the highest-rated satisfaction scores from both our customers and patients.

Our goal is to be the most trusted and preferred resource to manage high-risk, post-acute respiratory patients through our high-touch clinical team and high-tech, innovative solutions. Our end-to- end care solutions, from the hospital to the home, close gaps in care, reduce costs of care and improve outcomes. Our in-home services include ventilation, oxygen, CPAP/BiPAP, enteral nutrition, pharmacy services, and an expanding population health program.

We are uniquely structured to be a responsive and agile community provider, yet we also possess the stability and effectiveness of a large enterprise. As a thriving business, our chief focus is on what really matters: reducing hospital re-admissions, optimizing outcomes and improving the lives of patients with chronic care diseases, every day.

Connect With Us!

Company Website:

Company Business Hours - 8:30 AM – 5:30 PM PST

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