Workforce Supervisor

4 days ago
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


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