Associate Manager, Workforce Management

Company: Oak Street Health 

Title: Associate Manager, Workforce Management 

Location: Downers Grove, IL/Chicago, IL/Remote

Role Description: The Associate Manager, Workforce Management plays a critical role in supporting Oak Street Health’s mission by ensuring the efficient operation of workforce planning and real-time management processes. This position is responsible for overseeing a team of workforce analysts and/or coordinators, providing direction and feedback, and implementing workforce strategies that align with the organization’s operational goals. The Associate Manager, Workforce Management ensures optimal staffing levels and scheduling practices to meet call center performance metrics while delivering an exceptional patient experience.

Core Responsibilities:

• Supervise a team of workforce professionals, providing performance management, coaching, and feedback.

• Oversee daily workforce operations, including real-time management, scheduling, and forecasting to maintain service-level agreements.

• Monitor call volume patterns and adjust schedules to ensure patient calls are answered efficiently, and service standards are met.

• Regularly evaluate workforce processes and recommend improving operational efficiency, staffing accuracy, and service levels.

• Develop and maintain long-term and short-term forecasts, schedules, and staffing plans.

• Conduct advanced analysis on trends, performance metrics, and efficiency opportunities, presenting recommendations to leadership.

• Identify and address training needs for workforce team members, ensuring they have the resources to perform their roles effectively.

• Foster a positive and collaborative work environment to motivate team members to achieve their highest potential.

• Lead and participate in special projects or initiatives to enhance workforce management capabilities and contribute to process improvement.

• Ensure compliance with organizational policies, labor laws, and workforce management best practices.

• Serve as a point of contact for escalations related to workforce management and resolve issues on time.

• Communicate updates and insights on workforce operations to relevant departments and stakeholders.

• Collaborate with IT and software vendors to maintain and optimize workforce management tools, including IEX and telephony systems.

• Other duties as assigned.
   

What Are We Looking For?

• At least 6 months experience supervising a workforce team in a high-volume call center environment.

• A high school diploma or equivalent is required; an undergraduate degree is preferred.

• Proficiency in workforce management tools (e.g., IEX, NICE inContact).

• Strong analytical and problem-solving skills with the ability to interpret complex data.

• Effective communication and organizational skills.

• Ability to multitask, prioritize, and manage time efficiently.

• Demonstrated leadership and coaching abilities.

• Adaptability and a positive attitude.

• High level of integrity and commitment to the organization’s mission.

• US work authorization.

• Someone who embodies being Oaky.

What does being Oaky look like?

• Radiating positive energy

• Assuming good intentions

• Creating an unmatched patient experience

• Driving clinical excellence

• Taking ownership and delivering results

• Being relentlessly determined

Why Oak Street Health?

Oak Street Health is on a mission to rebuild healthcare as it should be, providing personalized primary care for older adults on Medicare, with the goal of keeping patients healthy and living life to the fullest. Our innovative care model is centered right in our patient communities, and focused on the quality of care over volume of services. We are an organization on the move! With over 200+ locations and an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody Oaky values and passion for our mission.

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