Job Description
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, d...
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, d...