Workforce Supervisor

Workforce Supervisor

The Workforce Supervisor plays a critical role in driving operational efficiency by managing real-time performance, forecasting staffing needs, and ensuring optimal workforce utilization. This role partners closely with Operations, Leadership, and Support Teams to ensure service level objectives, productivity targets, and customer experience standards are consistently achieved.

This is a leadership role for someone who is data-driven, proactive, and highly analytical, with a strong understanding of call center operations and workforce management principles.

Duties and Responsibilities

Real-Time Management (RTM)

• Monitor real-time performance metrics including volume, AHT, shrinkage, adherence, service levels, and staffing.
• Make real-time staffing adjustments to maintain operational balance.
• Manage intraday performance and implement corrective actions as needed.

Forecasting...