Workforce Management Supervisor

Location Description

Successful candidates for this role can be located in either Charlotte, NC or Cleveland, OH and this is a hybrid role.

Posting

Successful candidates for this role can be located in either Charlotte, NC or Cleveland, OH and this is a hybrid role.

Job Summary: 

The Workforce Management Supervisor leads the WFM team to ensure customer service needs are properly forecasted and met through staffing, and monitors network contact traffic to ensure efficient distribution based on staff availability.  The WFM Supervisor works side-by-side with the Leadership Team to control and maintain optimal daily and monthly workforce performance to ensure customers receive an excellent experience.  The WFM Supervisor ensures that volume forecasting and staffing levels are leveraged to proactively identify and provide mitigation solutions for same-day and future service level risks. 

Key Characteristics:

• Analytical – Requires the ability to understand the historical and current contact volume activity levels to accurately forecast required staffing and frontline schedules, and communicate real time concerns to manager and leadership to ensure customer service standards are met and staffing expenses are managed effectively.
• Communication – Ability to effectively convey information to center leadership in both written and verbal form regarding Center activity, staffing needs, and customer service levels and system issues; escalates appropriately and with urgency.   
• Responsive – Must be organized, up to date with information on key contact center statistical information, and able to provide timely responses to the frontline and leadership on schedule changes and real time activity.
• Leadership – Ability to effectively manage team performance and develop staff skills and abilities; builds a customer-focused and innovative culture

Duties and Responsibilities:

• Forecasts - Ensures volume/staff modeling and forecast reports are complete, accurate and issued on established cadence; captures changes in volumes/trends.
• Performance Reporting - Effectively delivers frontline and center performance reporting to enable real-time decision making.
• Analysis - Reviews forecast and performance variances to identify evidence of effectiveness and efficiency and alerts leaders to potential issues; provides proactive analysis, key insights, and recommendations for driving business improvements. 
• Scheduling - Works collaboratively across the network to ensure effective implementation and management of work schedules, shift bids, time-off requests, and adherence management; demonstrates partnership and commitment to mutual success; identifies and reports staffing issues that negatively impact service levels. 
• Real Time Monitoring – Monitors resources, call queues and skilling management; ensures real-time performance of all professionals is monitored to ensure they are working within the guidelines established; reports infractions. 
• Performance Management - Effectively supervises team members with emphasis on completion of workforce duties, achieving results, collaboration, development, and continuous improvement. 

Knowledge, Skills and Abilities:

• Strong supervisory skills.
• Must have applicable computer software knowledge (Excel, Access, SQL, Crystal).
• Must enjoy working with employees at all levels. 
• Strong analytical forecasting and reporting ability.

Education and Experience Required: 

• Bachelor’s degree or equivalent experience in business.  
• Workforce Planning Certification or 4+ years experience in a capacity planning and/or resource management role. 
• Demonstrated experience with a WFM system including real time scheduling/adherence. 
• Experience working in a contact center and/ or multi-skilled environment. 

Working Conditions:

• Work occurs inside a contact center – potential for 24/7/365 day operations in future.
• Minimal travel required.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The ability to use computer and telephony systems, visual, audio, and manual dexterity capabilities are essential to the work.