About One Call

One Call is a leading healthcare solutions provider specializing in the coordination of care for injured workers within the Workers' Compensation industry. With more than 30 years of experience, One Call partners with insurance carriers, third-party administrators (TPAs), and self-insured employers to simplify the claims process and improve outcomes for injured workers. Headquartered in Jacksonville, Florida, One Call delivers end-to-end healthcare coordination through an innovative, technology-enabled platform and a nationwide network of providers. Our mission is to ensure injured workers receive timely, high-quality care while delivering exceptional service to our clients and partners.

Position Summary

The Supervisor - Workforce Optimization is responsible for leading a team of Workforce Management agents focused on real-time performance monitoring (SLA, ASA, abandon rate, occupancy, and shrinkage), staff optimization (scheduling, VTO, extra hours, and shrinkage management), and implementing timely action plans to mitigate performance deviations. This role collaborates closely with WFM and Operations Leadership to provide data-driven insights, drive operational efficiency, and build a high-performing team aligned with One Call’s core vision and values.

Key Responsibilities

Collaboration & Operational Strategy (40%)

- Provide insights on operational performance to WFM collaborators and the Operations Leadership team.
- Leverage data, results, knowledge, and trends to present impacts on performance along with actionable recommendations.
- Plan, organize, and control resources for optimal utilization to achieve performance targets.
- Effectively navigate ambiguity and drive alignment between company vision, mission, and values when making operational decisions.
- Incorporate diverse perspectives by collaborating with peers, colleagues,



and cross-functional stakeholders.
- Serve as a backup to senior leadership in their absence when needed.

Cultivate Talent & Team Leadership (40%)

- Lead, coach, and manage a team of Workforce Management agents, aligning their goals with departmental objectives.
- Play an integral role in hiring, onboarding, and professional development activities.
- Identify skill, tool, and talent gaps, implementing target action plans to address deficiencies.
- Conduct regular 1:1 coaching sessions to provide performance feedback and development plans.
- Administer corrective action when necessary to address policy or performance issues.
- Foster a positive, collaborative, and fun work environment while celebrating team successes.

Administrative & Real-Time Management (20%)

- Monitor volume to ensure inbound and outbound calls route properly.
- Monitor real-time, daily, and monthly reports for adherence to scheduling and service level parameters.
- Recommend and execute timely adjustments to optimize coverage and achieve SLA targets.
- Ensure skill profiles are assigned to representatives in a timely manner throughout the day to optimize call routing.

Qualifications

Required

- Associate's degree or an equivalent combination of education and experience.
- Minimum of 3 years of experience in call center workforce management or a related field.
- Minimum of 1 year of experience in a leadership or supervisory role.
- Minimum of 3 years utilizing Workforce Optimization applications (e.g., Aspect, eWFM,



NICE, or Verint).
- Proficiency in Microsoft Office applications (MS Excel, PowerPoint, Word) and relevant software.

Preferred

- Experience with contact center reporting and advanced operational metrics.
- Genesys Cloud

Skills & Competencies

- Analytical Thinking: Strong analytical skills to critically assess situations and make real-time decisions.
- Detail-Oriented & Problem Solving: Excellent decision-making and problem-solving abilities.
- Leadership & Coaching: Proven ability to mentor, manage performance, and develop talent.
- Communication: Excellent oral and written communication skills to interact effectively with staff and business partners.
- Adaptability & Resilience: Ability to operate in a fast-paced environment, navigate ambiguity, and manage moderate to significant mental stress.
- Core Values Alignment: Demonstrates alignment with company values: Think Big, Go Fast, Deliver Awe, Win Together, and Care Deeply.

Work Environment

- Remote / Work-from-Home position (requires a dedicated home office setup with reliable equipment).
- Occasional in-person team meetings may be required.
- Dynamic, fast-paced, and performance-driven environment.

Benefits

- Competitive base salary.
- Law benefits.
- Food vouchers.
- Monday–Friday schedule.
- Professional growth and career development opportunities.
- Collaborative and dynamic work environment.

Schedule

- Monday to Friday
- 9:00 am to 6:00 pm (The operations window is from 6 AM to 6 PM, and the schedule may be subject to change)

Location

- Dr. Roberto J. Cantú 2777, Ampliación Comercial Doctores, 64710 Monterrey, N.L.

Join One Call and lead a high-performing team dedicated to delivering exceptional customer experiences while helping injured workers access the healthcare services they need.

📌 Optimization Supervisor (Workforce) (Monterrey)
🏢 CXCENTRODECONTACTO
📍 Monterrey