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Compassion. Accountability. Collaboration. Foresight. Joy.

These are the Aspirus Core Values; and we are looking for the BEST around to join us as we demonstrate those values Every. Single. Day.

Aspirus Health in Wausau, WI is seeking a SUPERVISOR- WORKFORCE MANAGEMENT to join our PATIENT SERVICE CENTER team!

Under the direction of the Manager – Shared Support, Patient Service Center (PSC), the Supervisor – Workforce Management (WFM) provides operational leadership for enterprise forecasting, scheduling, real-time monitoring, and capacity planning across all PSC functions and other patient service areas that will be supported by the Shared Support model, establishing scalable practices for enterprise-wide adoption.

This position leads the WFM team—including the Scheduler, Analyst, and Intraday Lead—to ensure appropriate staffing levels, efficient resource utilization, and achievement of service level agreements (SLAs) across all patient interaction channels. While initially focused on Primary Care, Specialty Care, and referrals, the scope may expand to include additional patient service areas such as Nurse Contact Center, Billing & Financial Resource Center, Hospital Information, and clinic-based resources.

The Supervisor partners closely with Quality Assurance and Training leadership to align workforce planning with service quality and performance improvement goals. This position drives process standardization, automation, and continuous optimization of workforce management systems and analytics to support the Aspirus enterprise and drives a culture of accountability and service excellence.

HOURS: Full Time 1.0 FTE, 80 Hours Biweekly

Experience/Qualifications

+ Bachelor’s degree and/or equivalent experience required.

+ Minimum of three (3) years’ experience in contact center or healthcare operations, including forecasting, scheduling, or real-time management.

+ At least two (2) years in a leadership or senior analyst role in workforce management preferred.

+ Proficiency with WFM platforms and analytics/reporting tools.

+ Experience managing multi-site or enterprise WFM operations preferred.

+ Strong understanding of contact center metrics (service level, occupancy, AHT, shrinkage, etc.).

+ Strong analytical, problem-solving, and data-visualization skills.

+ Ability to communicate complex data clearly to non-technical audiences.

+ Excellent collaboration, coaching, and influencing skills across teams.

+ Advanced Excel and reporting proficiency required.

Employee Benefits

+ Full benefits packages available for part- and full-time status.

+ PTO accrual from day one!

+ Generous retirement plan with match available.

+ Wellness program for employees and their families.

Our Mission : We heal people, promote health and strengthen communities.

Our Vision : Aspirus is a catalyst for creating healthy, thriving communities, trusted and engaged above all others.

As an Aspirus team, we demonstrate caring, we plan to impact the future, work with happiness and enthusiasm, recognize our power to make a difference and improve the health of our communities.

Aspirus Health is a nonprofit, community-directed health system based in Wausau, Wisconsin, serving northeastern Minnesota, northern and central Wisconsin and the Upper Peninsula of Michigan. The health system operates 18 hospitals and 130 outpatient locations with nearly 14,000 team members, including 1,300 employed physicians and advanced practice clinicians. For more information visit aspirus.org.

Click here (https://www.aspirus.org/about) to learn more.

Position SUPERVISOR- WORKFORCE MANAGEMENT -PATIENT SERVICE CENTER

Location

Req ID 97334