Job Description

Workforce Supervisor

The workforce management supervisor is responsible for the daily operational oversight of a workforce management team. The workforce management supervisor directs the work of the workforce management team to meet set service level goals. The workforce management team is primarily responsible for forecasting workloads, forecasting resources required to process workloads, scheduling resources, managing real-time adjustments to resources, and generation of reporting and analysis required to manage these processes efficiently.

Responsibilities and Requirements

• Proven ability to oversee and facilitate complex forecasting, capacity planning, and scheduling in a call center and back-office work environment to achieve service level goals in a cost-effective manner.

• Provide management with necessary information to enable them to effectively manage their workgroups.

• Real-Time Communication (Outages, Service Level/Abandon Rates).

• Monitor Real-Time across the business to ensure SLAs met.

• Monitors attainment of objectives and adapts quickly to changing business conditions.

• Provide leadership, coaching and work direction to the WFM team.

• Through strong leadership, develops a collaborative work environment for employees.

• Identifies opportunities to streamline processes and incorporates these improvements to work procedures.

• Effectively supervise and mentor multiple employees.

• Participates in root cause analysis and recommends changes & improvements.

• Ensures that all policies and procedures are adhered to, and standards met.

• Monitor and ensure staff attendance and performance.

• Sets a leadership example with peers and staff.

• Provides corrective feedback, as necessary.

• Assists in resolving personnel issues and counselling.

• Proactively analyze data and make recommendations/decisions based on data regarding real time actions, meeting scheduling, and other offline requests. Communicate with WFM Team and Contact Center Leadership on exceptional events that anticipates impacting our service metrics and the actions taken to mitigate the impact of these events on key metrics.

• And any other assignments required.

Workforce Supervisor Qualifications

• Minimum of three years of experience working in a contact center environment with at least two years of WFM experience.

• High school diploma and bachelor’s degree required. Emphasis in math, statistics, and analytical disciplines is a plus.

• Strong scheduling, and forecasting experience

• Demonstrated knowledge of computer basics including Microsoft Excel.

• Excellent organizational and analytical skills, the ability to perform and provide results in a fast paced, collaborative environment. Experience with statistical analysis a bonus.

• Demonstrated competency in resource and project management: organizing work, providing leadership to staff, establishing measures for success, and managing to deliverables.

• Advanced communication and interpersonal skill sets.

• Excellent negotiation skills required for this role due to the wide variety of lines of business that supported by this role. Must demonstrate the ability to achieve outcomes that aligned with business strategies and/or acceptable compromises.

• Knowledge of HR Policies & Procedures, Labor Laws, Comfortable using/accessing multiple systems, Effective use of tools and resources.

• Must be able to read, write, speak, and understand the English language and possess good oral and written communication skills.

• Ability and willingness to work as needed to meet the business needs.

• Experience with a commercial WFM software package desired (with experience on the tool used in this center an added factor).