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, and staff productivity
Develop actionable insights and recommendations to improve efficiency and member experience
Maintain data integrity and ensure reporting aligns with organizational and regulatory standards
Root Cause Analysis (RCA) Subject Matter ExpertExpert on identifying the underlying reason(s) behind a problem and providing an action plan with owners
Cross-Functional Collaboration & Continuous Improvement
Partner with Operations, Technology, Compliance and other internal teams to improve operational service processes
Participate in cross-functional discussions to enhance workflows, reduce friction points, and improve the overall employee and member experience
Escalate recurring operational issues with data-backed insights following problem statement 5 Whys, root cause analysis and proposed solutions
Support continuous improvement initiatives that enhance Real Time operational delivery processing efficiency
Tactical problem solving and execution focus
Job Requirements:
Experience:
• Required:
Minimum 8+ years in a contact center environment
Minimum 5+ years in Workforce Management, Real-Time
• Preferred:
RTA support of enterprise wide multiple queue complex operation
Education:
• Required: High School Diploma or GED
• Preferred: Bachelor’s degree or equivalent experience highly desired
Training:
• Required: None
• Preferred: WFM or Contact Center related certification
Specialized Skills:
• Required:
Intraday management and service recovery strategies
Understanding of Erlang-based staffing principles and interval planning
Knowledge of key WFM drivers: shrinkage, occupancy, service level, ASA, AHT, forecast accuracy
Advanced Excel skills (data analysis, pivot tables, trend analysis)
Ability to interpret interval-level performance data and translate insights into operational actions
Strong problem-solving and decision-making in a high-volume, real-time environment
Effective communication and collaboration with Operations and WFM partners
Experience with WFM and telephony platforms (Talkdesk or equivalent)
Licensure/Certification:
• Required: None
Other:
• Required: Shift, Weekend and Holiday coverage support as required
Essential Physical Functions:
The 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.
1. 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.
2. 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.
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[email protected].
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