Workforce Supervisor (WFM | BPO)
We are looking for a Workforce Supervisor to lead day-to-day workforce operations, ensuring optimal staffing, schedule adherence, and service level performance.
Work Details:
- Work Setup: Onsite
- Schedule: Shifting
Key Responsibilities:
- Supervise and coach WFM staff (schedulers and real-time analysts)
- Monitor intraday performance and adjust staffing to meet service levels
- Support short-term forecasting and schedule optimization
- Oversee shift planning, bidding, and staffing efficiency
- Generate reports on WFM metrics (occupancy, shrinkage, adherence)
- Ensure accuracy of WFM systems (e.g., NICE, Verint, Genesys)
- Partner with Operations to address staffing risks and performance gaps
Qualifications:
- 3–5 years WFM experience in BPO/contact center
- 1–2 years supervisory experience
- Strong knowledge of scheduling, real-time management, and forecasting
- Proficient in WFM tools (NICE, Verint, Genesys) and MS Excel
- Strong analytical and communication skills
Preferred:
- Experience in multi-channel environments (voice, chat, email)
- Familiarity with Power BI, Lean, or Six Sigma
