Workforce Management Supervisor
Job Summary
Seeking a detail-oriented Workforce Management Supervisor for a fully remote, full-time role who will lead a team of analysts, design and deliver workforce management programs, and ensure alignment with performance and quality standards in the Enterprise Contact Center.
Key responsibilities
- Supervise and develop contact center WFM analysts, providing coaching and performance management
- Collaborate with ECC Operations and Quality to align workforce management activities with business priorities
- Maintain WFM documentation and ensure operational readiness for service launches and process changes
Required qualifications
- Demonstrated experience in the healthcare industry or contact center environment
- Proven ability to lead a team and collaborate effectively with others
- Strong written and verbal communication skills with conflict resolution capabilities
- Experience with Microsoft Office 365 and relevant computer programs
- Ability to organize, prioritize, and work independently on projects
Complete Job Description
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