Workforce Management Supervisor

Why USA Clinics Group?

Founded by Harvard-trained physicians with a vision of offering patient-first care beyond the hospital settings, we've grown into the nation's largest network of outpatient vein, fibroid, vascular, and prostate centers, with 170+ clinics across the country. Our mission is simple: deliver life-changing, minimally invasive care, close to home.

We're building a culture where innovation, compassion, and accountability thrive. While proud of our growth, we're even more excited about what's ahead, and the team we're building to get there. We look forward to meeting you!

Why You'll Love Working with us:

Rapid career advancement Competitive compensation package

Positive, team-oriented environment Work with cutting-ed technology

Make a real impact on patients' lives Join a fast-growing, mission-driven company

Position Summary:

The Workforce Management Supervisor 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 plays a critical part in balancing business needs with employee experience by optimizing schedules, minimizing wait times, and supporting consistent service delivery.

Position Details:

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

Key Responsibilities:

• 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.

Requirements

• 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.

Preferred Skills:

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

Benefits

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