Workforce Supervisor

JOB DESCRIPTION

• Supervise workforce personnel on executing workforce strategies with precision.
• Ensure workforce team will maintain and update local databases on a timely basis to foster accurate reporting data.
• Supervise performance management effort at site level with focus on continuous improvement of AHT, ACW, schedule adherence, hold-time, talk-time, and lost hours.
• Make strategic recommendations to leadership team regarding process improvement opportunities.
• Act as liaison between operations and support teams to provide real time feedback to ensure all needs are effectively communicated with leadership team.
• Facilitate communication between local site workforce team and operations team to execute requests accurately and to maintain open communication between two groups.
• Supervise workforce team to assist with staffing adjustments based on re-forecasted requirements
• Communicate with all levels of site operations personnel regarding impact of call volume, staffing, or productivity.
• Supervise direct reports performance and coach/mentor new hires.
• Provide feedback regarding disciplinary or hiring decisions.
• Supervise deployment of policy and process enhancements to provide increased productivity, higher customer/employee satisfaction and reduced costs.
• Supervise short-term and long-term workforce workload and other related projects.
• Work independently under minimal supervision.
• Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
• Perform other duties as assigned by management