SuperCare Health

Customer Care Workforce Manager

City of Industry, CA · Contract

Sponsorship not specified$17k-$26kDetected 27 days ago

ComplianceForecastingOperations ManagementPerformance ManagementCustomer SupportHIPAAPatient CareLeadership

About the role

At SuperCare Health you have the chance to reach your dreams by helping us in serving the healthcare needs of our ever-growing patient population.
Matching passion with careers, here hard work has never been so satisfying.
We specialize in respiratory and chronic disease management, delivering innovative solutions that enhance the quality of life for our patients.

Workforce Management & Capacity Planning Develop short-term and long-term staffing forecasts using historical trends, seasonality, growth projections, and operational initiatives.
Manage workforce planning processes including forecasting, scheduling, shrinkage management, and staffing models.
Create staffing recommendations and business cases for hiring, cross-training, and resource allocation.
Configure and optimize Talkdesk WFM forecasting, scheduling, intraday management, and reporting tools.
Partner with IT and Operations teams to implement enhancements and support system upgrades.
Real-Time Operations Management Lead intraday management activities to ensure achievement of: Service Level Agreements (SLAs) Average Speed of Answer (ASA) Abandonment Rate Occupancy Adherence Productivity Goals Make real-time staffing adjustments based on changing business demands.
Customer Care Leadership Partner with Customer Care leadership to align workforce strategies with operational goals.
Support frontline supervisors and managers through performance insights and workforce recommendations.
Develop reporting packages and executive dashboards.
Drive continuous improvement initiatives focused on customer experience, efficiency, and employee engagement.

This role may be a fit if you have..
Advanced experience with Talkdesk Workforce Management (WFM) and reporting tools.

Medical Dental Vision Flexible Savings Account 401K Voluntary Life Insurance Observed Holidays: New Year's Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, Christmas Day.
Today, SuperCare health manages millions of lives annually, with a growing team of more than 400 members, and has one of the highest-rated satisfaction scores from both our customers and patients.
Our in-home services include ventilation, oxygen, CPAP/BiPAP, enteral nutrition, pharmacy services, and an expanding population health program.
Coordinate overtime, voluntary time off, and schedule modifications as needed.
Experience leading high-volume customer service or healthcare contact center operations.
Preferred Experience Healthcare, DME, respiratory care, home health, or patient services experience.
Familiarity with healthcare compliance and HIPAA requirements.

SuperCare Health is the leading post-acute, in-home respiratory care provider in the Western U.S., serving the healthcare needs of our ever-growing patient population for over 50 years.
Our commitment to clinical excellence and operational integrity has made us a trusted partner for healthcare providers nationwide.
What We're Looking For: The Customer Care Call Center Workforce Manager is responsible for optimizing workforce planning, scheduling, real-time operations, and performance management for SuperCare Health's Customer Care organization.
This leader ensures the right resources are available at the right time to deliver exceptional patient and referral source experiences while meeting service level goals, productivity targets, and operational efficiency standards.
The ideal candidate brings extensive Talkdesk Workforce Management (WFM) experience, deep call center leadership expertise, and a strong understanding of healthcare customer service operations.
Analyze call, chat, email, and other customer interaction volumes to ensure optimal staffing levels.
Monitor adherence to schedules and service level performance.
Talkdesk Administration & Optimization Serve as the primary Workforce Management subject matter expert for Talkdesk.
Analyze Talkdesk performance metrics and identify opportunities for operational improvements.

This listing is sourced directly from SuperCare Health's careers page and normalized into a canonical job model.