Workforce Management Supervisor

Overview

The Workforce Management Supervisor role at USA CLINIC SL is responsible for forecasting, scheduling, real-time monitoring, and reporting to ensure that the call center is staffed appropriately to meet service level and productivity goals. This role balances business needs with employee experience by optimizing schedules, minimizing wait times, and supporting consistent service delivery.

• Location:
  
  Corporate Office in Northbrook, Illinois
• Schedule:
  
  Full-time
• Compensation: $26-$30/hr

• Develop and maintain accurate forecasts for call volume, staffing needs, and workload across multiple channels (phone, Teams chat, email).
• Build and adjust Contact Center Representatives schedules to align with forecasted demand and ensure service level targets are met.
• Conduct real-time monitoring of Contact Center activity; identify variances from plan and make intraday adjustments as needed.
• Analyze performance data and prepare regular reports and dashboards for leadership on productivity, service levels, and staffing efficiency.
• Partner with team leads and supervisors to communicate scheduling updates, changes, and performance expectations.
• Recommend and implement process improvements to enhance scheduling accuracy and workforce utilization.
• Additional duties as assigned.

• Bachelor’s degree in Business, Operations, or related field (preferred) OR equivalent experience.
• 2+ years of experience in call center operations, workforce management, or scheduling.
• Strong analytical and problem-solving skills; proficiency in Excel and workforce management systems.
• Excellent communication skills with the ability to collaborate across teams.
• Detail-oriented with strong organizational skills and the ability to manage multiple priorities.

• Experience with forecasting models and scheduling methodologies in a call center environment.
• Knowledge of intraday management practices and reporting tools.

• Health
• Vision
• Dental
• 401k
• PTO
• Growth Opportunities

• Seniority level:
  Entry level
• Employment type:
  
  Full-time
• Job function:
  Business Development and Sales
• Industries:
  Medical Practices