Supervisor of Real-Time Workforce Management

Job Summary

A company is looking for a Supervisor, WFM Real-Time & Analytics.

Key Responsibilities

• Lead and coach the Real Time Analysts team to ensure operational oversight and high service standards
• Monitor real-time performance metrics and implement corrective actions to align staffing with demand
• Collaborate with Operations to manage adherence, capacity control, and provide actionable insights

Required Qualifications, Training, and Education

• Minimum 8+ years in a contact center environment
• Minimum 5+ years in Workforce Management, Real-Time
• High School Diploma or GED required; Bachelor's degree preferred
• Understanding of Erlang-based staffing principles and advanced Excel skills
• Experience with WFM and telephony platforms, such as Talkdesk or equivalent