Supervisor, Workforce Management

Founded in 1977 as the Senior Care Action Network, SCAN began with a simple but radical idea: that older adults deserve to stay healthy and independent. That belief was championed by a group of community activists we still honor today as the "12 Angry Seniors." Their mission continues to guide everything we do.

Today, SCAN is a nonprofit health organization serving more than 500,000 people across Arizona, California, Nevada, New Mexico, Texas, and Washington, with over $8 billion in annual revenue. With nearly five decades of experience, we have built a distinctive, values-driven platform dedicated to improving care for older adults.

Our work spans Medicare Advantage, fully integrated care models, primary care, care for the most medically and socially complex populations, and next-generation care delivery models. Across all of this, we are united by a shared commitment: combining compassion with discipline, innovation with stewardship, and growth with integrity.

At SCAN, we believe scale should strengthen-not dilute-our mission. We are building the future of care for older adults, grounded in purpose, accountability, and respect for the people and communities we serve.

Job Description:

The Job

Ensures that supported departments' service level requirements are achieved through resource and schedule optimization, forecasting, capacity planning, and real-time performance monitoring, and data analytics.

You Will

• Supervises members of the Workforce Management team. Monitors team members' attendance and schedule adherence and adjusts staffing to ensure adequate coverage.

• Working with workforce management manager to prioritize and assign activities to team members. Be primary back-up to senior workforce analyst role which is responsible for forecasting and capacity planning including documentation and analysis.

• Communicating job expectations with focus on accuracy, productivity, and continuous improvement. Planning, monitoring, and appraising job results.

• Train, coach, and develop personal growth opportunities for direct reports.

• Initiating, coordinating, and enforcing systems, policies, and procedures.

• Providing excellent service to and collaborating with internal customers to meet the needs of internal customers.

• Be a subject matter expert (SME) of policies, processes, software, role responsibilities, metrics, reporting, etc. involving the workforce management team.

• Generate any needed reporting and analysis to support internal customers and management.

• Supports management decision making through data reporting and analysis. Report design and generation to provide real-time and historical tracking/trending, and forecasting.

• Determines daily and interval staffing requirements, analyzes current workload trends and optimizes schedules to efficiently and effectively staff internal customers' call centers.

• Monitor and analyze various real-time production performance measurements.

• Providing immediate feedback to management about concerning workload and staffing variances and executes the appropriate recovery actions.

• Adjusts staffing, call delivery and skill as required to achieve optimization.

• Evaluates and processes all schedule adherence exceptions through the Workforce Management System.

• Schedules and monitors all required training for team.

• Schedule staff meetings, performance discussions and other off-phone activities.

• Ensures all related databases and tables are promptly and accurately updated and provides analytical support for special projects.

• Coordinates with IT and workplace services to ensure system access, workspace and equipment requirements are met.

• Supervises/Manages Others (i.e. hires, performance reviews, corrective action, etc.)

• We seek Rebels who are curious about AI and its power to transform how we operate and serve our members.

• All other duties as assigned.

Your Qualifications

• Bachelor's Degree or equivalent experience.

• 3+ years of equivalent workforce mgmt supervisory experience in a call center setting.

• Preferred: 5 years' workforce management experience including forecasting and capacity planning.

• Preferred: Call Center experience in a healthcare, Medicare Advantage plan, or customer service-related field is preferred.

• Preferred: 2-3 years of related experience.

• 0-1 years of leadership experience.

• Technical expertise.

• Leadership- Basic skills to develops others.

• Problem Solving - Basic problem-solving skills.

• Communication - Good communication and interpersonal skills

• Proficient in MS Office, PowerPoint, and Excel.

• Excellent verbal and written communication skills including documentation

• Strong data analytic skills combined with attention to detail.

• Proficient software skills of workforce management software (such as Verint and Nice with preference for Aspect), Telecom (such as Avaya and Vonage with preference for Genesys), and Microsoft Office including Excel.

• Ability to always maintain a calm demeanor, including during highly charged. situations.

• Demonstrated critical thinking and problem-solving skills.

• Flexibility to adapt to change and ability to drive change management.

What's in it for you?

• Base salary range: $80,300 to $116,197

• Work Mode: Mostly Remote, with occasional out of town travel.

• An annual employee bonus program

• Robust Wellness Program

• Generous paid-time-off (PTO)

• Eleven paid holidays per year, plus 1 floating holiday, plus 1 birthday holiday

• Excellent 401(k) Retirement Saving Plan with employer match and contribution

• Robust employee recognition program

• Tuition reimbursement

• An opportunity to become part of a team that makes a difference to our members and our community every day!

We're always looking for talented people to join our team! Qualified applicants are encouraged to apply now!

At SCAN we believe that it is our business to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects our community through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more.

SCAN is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, age, marital status, disability, protected veteran status or any other status protected by law. A background check is required.

#LI-JE1

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)