Supervisor, WFM Real-Time & Analytics

Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people, united in our mission to put the senior first. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment Health community. Working at Alignment Health provides an opportunity to do work that really matters, not only changing lives but saving them. Together. 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

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