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Position Overview
The Workforce Management Supervisor oversees a team of RTAs, Schedulers, and Analysts, ensuring that all workforce planning processes are executed effectively to achieve service level, productivity, and financial targets.
This role blends leadership, analytical thinking, and cross-functional collaboration. The ideal candidate will have hands-on experience with WFM tools and contact center dynamics, along with the ability to coach a team and partner with operations leaders to make data-driven decisions.
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Key Responsibilities
Leadership & Team Management
• Lead, coach, and develop a team of Real-Time Analysts and Schedulers to ensure high performance and professional growth.
• Provide direction, mentorship, and feedback to maintain quality and consistency in WFM outputs.
• Foster a collaborative, data-driven, and solution-oriented culture within the WFM team.
Operational Planning & Execution
• Oversee forecasting, scheduling, and intraday management to ensure alignment with operational goals and KPIs.
• Partner with Operations, HR, and Training teams to support capacity planning, hiring decisions, and workforce optimization.
• Analyze trends in call volume, handle time, absenteeism, and shrinkage to refine staffing models.
• Review and approve schedules, staffing models, and shift bids to ensure fairness and efficiency.
Performance & Continuous Improvement
• Monitor real-time performance dashboards and provide actionable insights to Operations leaders.
• Identify and implement process improvements that enhance accuracy, efficiency, and employee engagement.
• Lead post-mortem analyses of performance deviations (e.g., SLA misses) and develop preventive strategies.
• Contribute to WFM system enhancements, reporting automation, and data visualization improvements.
Reporting & Communication
• Prepare and present WFM performance reports and recommendations to senior management.
• Act as the primary point of contact for WFM-related issues, escalations, and updates.
• Communicate clearly with leadership to align staffing plans with business priorities and growth forecasts.
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Qualifications
Required:
• Bachelor's degree in Business, Mathematics, Statistics, or related field (or equivalent work experience).
• 3-5 years of experience in Workforce Management, including leadership or senior analyst roles.
• Strong knowledge of WFM processes: forecasting, scheduling, real-time management, and capacity planning.
• Hands-on experience with WFM tools (e.g., NICE IEX, Verint, Genesys WFM, Aspect, or similar).
• Excellent analytical, communication, and problem-solving skills.
• Proven ability to lead and motivate cross-functional teams in a dynamic environment.
Preferred:
• Experience managing multi-site or remote contact center operations.
• Proficiency in data visualization and reporting tools (Power BI, Tableau, or Excel).
• Familiarity with SQL or data query languages.
• Strong understanding of key metrics: Service Level, Forecast Accuracy, Shrinkage, Occupancy, and Adherence.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!