Job Summary:
We are seeking an experienced and results-driven Workforce Management (WFM) Supervisor to lead intraday and workforce planning operations within a fast-paced contact center environment. The ideal candidate will possess strong analytical abilities, excellent communication skills, and advanced Excel knowledge to support operational performance, staffing optimization, and business objectives. This role is responsible for supervising WFM functions, driving efficiency, and partnering closely with operations leadership.
Key Responsibilities:
Supervise daily Workforce Management operations, including real-time monitoring, scheduling, and staffing optimization.
Lead and support a team of RTAs, schedulers, and/or workforce analysts.
Monitor service levels, staffing performance, adherence, occupancy, and forecast accuracy.
Analyze trends and provide recommendations to improve operational efficiency and resource utilization.
Develop and maintain reports, dashboards, and performance metrics using Excel and WFM tools.
Communicate staffing risks, operational impacts, and action plans to leadership teams.
Collaborate with Operations, Training, and HR to support hiring plans, attrition management, and staffing strategies.
Ensure schedules align with business needs while balancing employee experience and operational goals.
Conduct coaching, performance management, and development sessions with team members.
Identify process improvement opportunities and implement best practices within WFM operations.
Qualifications:
2+ years of Workforce Management experience in a contact center environment.
Previous leadership or supervisory experience preferred.
Advanced Microsoft Excel skills, including formulas, pivot tables, charts, and reporting analysis.
Strong verbal and written communication skills.
Excellent analytical, organizational, and problem-solving abilities.
Ability to manage multiple priorities in a fast-paced environment.
Experience with workforce management systems and reporting tools preferred.
High attention to detail and ability to make data-driven decisions.
Preferred Skills:
Experience with forecasting, scheduling, and real-time management.
Strong stakeholder management and cross-functional collaboration skills.
Ability to present operational insights and recommendations to leadership.
Proactive mindset with strong decision-making abilities.