As a Workforce Supervisor, you will be responsible for overseeing the day-to-day workforce operations, ensuring that staffing levels align with business needs and service level targets. You will lead a team of schedulers and real-time analysts, ensuring accurate forecasting, schedule adherence, and intraday performance management. This role requires strong coordination, analytical thinking, and a hands-on approach to support operational efficiency.
Key Responsibilities:
- Supervise and coach a team of Workforce Management staff including real-time analysts and schedulers.
- Monitor intraday performance, agent availability, and schedule adherence; initiate adjustments as needed to meet service level goals.
- Assist in developing short-term forecasts based on historical data, trends, and current inputs from clients and operations.
- Oversee shift bidding, schedule generation, and optimization to ensure staffing efficiency while considering employee preferences.
- Maintain and update workforce tools, reports, and dashboards to ensure accurate real-time visibility and reporting.
- Coordinate closely with Operations teams to provide WFM insights, highlight risks, and support resolution of staffing issues.
- Generate and deliver reports on key WFM metrics such as occupancy, shrinkage, absenteeism, and schedule adherence.
- Ensure data accuracy across workforce systems (e.g., Verint, NICE IEX, Genesys) and act as first-level SME for technical issues.
- Support WFM leadership in planning for new campaigns, seasonal ramps, and account expansions.
- Contribute to continuous improvement by identifying opportunities for process efficiency and automation within WFM functions.
- Assist in audit preparation and respond to internal or client WFM inquiries as needed.
Qualifications:
- Bachelor's degree in Business Administration, Operations, Statistics, or related field (or equivalent experience).
- Minimum of 35 years of experience in Workforce Management, preferably in a BPO or contact center environment.
- At least 12 years of supervisory or team lead experience within WFM or related operations.
- Proficient in WFM systems such as NICE, Verint, Genesys, or similar tools.
- Strong knowledge of real-time monitoring, scheduling, and short-term forecasting.
- Proficient in MS Excel; familiarity with Power BI or similar reporting tools is a plus.
- Strong analytical, organizational, and communication skills.
- Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
Preferred Qualifications:
- Experience in a multi-channel environment (voice, chat, email)
- Exposure to BPO, shared services, or global operations
- Familiarity with Six Sigma or Lean methodologies
- Experience supporting client-facing or high-growth accounts
