Remote-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 Remote 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/ResponsibilitiesTeam Leadership & CultureLead and coach the RTA team by supporting real time operational oversightFoster a culture of caring connections, accountability, and service excellence aligned with Alignment’s serving-heart cultureSet clear performance expectations tied to quality, turnaround time, productivity, compliance, and member satisfactionConduct regular coaching sessions, intraday performance to ensure high standards of service and KPI attainmentSupport onboarding, training, and continuous skill development to strengthen work force management knowledge and collaboration skillsHands on leader that steps in to support tactical execution as well as leading RTACollaborative with emotional intelligence to engage and influence teams outside of supervisory responsibilityEnsures team compliance with Alignment policies, CMS regulations, and applicable lawsCreates a strong culture of engagement, accountability, and professional developmentIntraday Performance ManagementMonitor real-time performance against key metrics including Service Level, ASA, Abandon Rate, AHT, Occupancy, and Schedule AdherenceCompare actual workload and staffing to forecast and capacity plans; identify intraday variances and implement corrective actionsManage real-time queue, skill, and routing adjustments (ring groups) to balance workload and optimize resource utilizationCoordinate with Operations to execute intraday actions such as overtime, VTO, off-phone adjustments, meetings, training, or break/lunch changesFlexibility to work shift based on operational needAdherence & Capacity ControlMonitor and drive real-time adherence to minimize unplanned shrinkage and ensure delivery of planned capacityIdentify and communicate adherence risks or behavioral trends impacting service performancePartner with Operations leadership to improve adherence, occupancy balance, and schedule efficiencyIntraday Analysis & CommunicationPerform intraday trend analysis of volume, handle time, and volume driversIdentify emerging risks related to contact spikes, AHT changes, absenteeism, system issues, or external driversProvide timely and concise communication and actionable recommendations to Operations and the broader WFM teamMaintain intraday reporting and status updates on performance, risks, and mitigation actionsForecast vs. Actual ManagementTrack forecast accuracy at the interval level and document key drivers of varianceMonitor external or business events that may impact contact demandProvide intraday insights to support short-term forecasting adjustments and continuous improvementWFM Systems & SchedulingCreate, maintain, and publish workforce schedules within WFM and ACD telephony platformsValidate schedule integrity, staffing levels, and ring/skill group assignmentsMonitor real-time system performance and escalate telephony, routing, or application issues impacting service deliveryEnsure data accuracy across WFM and telephony platformsAnalytics, Reporting & InsightsProduce and analyze reports on key metrics such as service level, speed to answer, abandonment rate, AHT, adherence, and occupancyIdentify trends impacting member access, operational performance, and staff productivityDevelop actionable insights and recommendations to improve efficiency and member experienceMaintain data integrity and ensure reporting aligns with organizational and regulatory standardsRoot Cause Analysis (RCA) Subject Matter ExpertExpert on identifying the underlying reason(s) behind a problem and providing an action plan with ownersCross-Functional Collaboration & Continuous ImprovementPartner with Operations, Technology, Compliance and other internal teams to improve operational service processesParticipate in cross-functional discussions to enhance workflows, reduce friction points, and improve the overall employee and member experienceEscalate recurring operational issues with data-backed insights following problem statement 5 Whys, root cause analysis and proposed solutionsSupport continuous improvement initiatives that enhance Real Time operational delivery processing efficiencyTactical problem solving and execution focusExperienceJob Requirements: Required:Minimum 8+ years in a contact center environmentMinimum 5+ years in Workforce Management, Real-Time Preferred:RTA support of enterprise wide multiple queue complex operationEducation Required: High School Diploma or GED Preferred: Bachelor’s degree or equivalent experience highly desiredTraining Required: None Preferred: WFM or Contact Center related certificationSpecialized Skills Required:Intraday management and service recovery strategiesUnderstanding of Erlang-based staffing principles and interval planningKnowledge of key WFM drivers: shrinkage, occupancy, service level, ASA, AHT, forecast accuracyAdvanced Excel skills (data analysis, pivot tables, trend analysis)Ability to interpret interval-level performance data and translate insights into operational actionsStrong problem-solving and decision-making in a high-volume, real-time environmentEffective communication and collaboration with Operations and WFM partnersExperience with WFM and telephony platforms (Talkdesk or equivalent)Licensure/Certification Required: NoneOther Required: Shift, Weekend and Holiday coverage support as requiredEssential Physical FunctionsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms. The employee frequently lifts and/or moves up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.Pay Range: $64,384.00 - $96,577.00Pay range may be based on a number of factors including market location, education, responsibilities, experience, etc.Alignment Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity, or sexual orientation.DISCLAIMER: Please beware of recruitment phishing scams affecting Alignment Health and other employers where individuals receive fraudulent employment-related offers in exchange for money or other sensitive personal information. Please be advised that Alignment Health and its subsidiaries will never ask you for a credit card, send you a check, or ask you for any type of payment as part of consideration for employment with our company. If you feel that you have been the victim of a scam such as this, please report the incident to the Federal Trade Commission at https://reportfraud.ftc.gov/#/. If you would like to verify the legitimacy of an email sent by or on behalf of Alignment Health’s talent acquisition team, please email careers@ahcusa.com.