About One CallOne 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 SummaryThe 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 ResponsibilitiesCollaboration & 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

📌 Optimization Supervisor (Monterrey)
🏢 CXCENTRODECONTACTO
📍 Monterrey