Workforce Management Supervisor

Job Summary

Managing the workforce management team, the full-time Supervisor, Workforce Management will oversee capacity planning, drive contact center efficiencies, and monitor performance metrics in a remote setting.

Key responsibilities

• Oversees all activities within the workforce management function for the back office utilization department
• Drives innovation and implementation of contact center efficiencies, including staffing allocation based on schedule analysis and work volume
• Monitors work performance and analyzes results to update status reporting tools and track key performance measures

Required qualifications

• Bachelor's degree and 4+ years of related experience, or equivalent experience reflecting applicable knowledge and skills
• Experience in workforce management and capacity planning
• Proficiency in analyzing performance metrics and workforce management databases
• Ability to provide training and coaching to team members
• Knowledge of contact center operations and efficiency standards