Workforce Supervisor

Job Description

This position is responsible for managing the site Workforce functions, which include management of workforce personnel, headcount, forecasting, reporting, capacity planning, and strategic planning for workforce process improvements. The Workforce Supervisor is responsible for a team composed of Real-Time Analysts, Workforce Analysts, Schedulers, and Reporting Analysts. This role reports to and works in collaboration with the Workforce Manager in ensuring that the client and internal workforce requirements and deliverables are met.

Responsibilities

Team Management

Ensures that all RTA (Real Time Analyst) deliverables are accurate and sent timely

Provides support to the team and reinforces RTA-related directives down to Operations Management

Conduct regular performance evaluations with the team

Review the workforce-related metrics opportunities with the team and determine how we can improve in collaboration with Operations leaders

Lead and develop team members to be highly motivated, efficient, and customer-centric mindset

Strategic Planning

Assist Workforce Manager in strategic planning and achievement of business unit goals by developing strategies, initiatives, and solutions to improve productivity and respond to complex workforce management issues, trends, and opportunities

Assist the Workforce Manager in identifying risks and issues, and provide options and practical advice to management and stakeholders on any workforce management matters

Reports Management

Create and develop reports to be used in making critical decisions

Present data analysis and recommendations

Deliver required reports timely and accurately

Design templates for workforce management use

Forecasting

Run short- and long-term headcount and FTE forecasts (weekly, monthly, yearly)

Manage shrinkages (Leave of absence, Leaves, Suspension, Attrition, Absenteeism)

Ensure FTE variance between forecast and actual shouldn't be more than the goal

Provide new hire requirements for recruitment based on forecast

Analyze and forecast based on past and present data trends

Capacity Planning

Ensure we have enough seat capacity to accommodate the required headcount reporting to site

Ensure the site is maximized and give recommendations to Site Directors

Determine the production capacity needed by an organization to meet changing demands of the client

Attend meetings/conferences with the client as needed

Meet/Collaborate with Ops leaders and share relevant information related to workforce management

Attend training incumbent to the job and skill enhancement

Look for learning opportunities that will increase productivity and efficiency of the team

Facilitate regular mentoring sessions to direct reports

Explore tools/systems / softwares to enhance internal/external processes of the organization

Qualifications

Completed a Bachelor's degree in Management or a computer-related course

Must know database management and spreadsheet software, as well as MS Office applications

(MS Access, Excel, MS Project, PowerPoint)

Must have 2 - 4 years of experience in the Workforce field