WorkForce Supervisor

Job Description

• Manage call volume, daily attendance, and program break schedules while evaluating adherence and taking action to improve performance
• Manage non-productive time request process, ensuring activities are planned without impacting SLAs.
• Monitor agent status in real-time and take action to keep workforce utilization optimal
• Responsible for achievement of schedule adherence, utilization & occupancy target
• Monitor and analyze key performance indicators and trends to forecast, reschedule, and adjust staffing levels.
• Analyze and prepare historical business volumes, staffing patterns, and contact volume forecasts to accurately plan and manage short and long-term staffing needs
• Track and compare forecasted and actual center statistics
• Establish and oversee the planning, forecasting, and scheduling processes to ensure all processes are meeting expected variance targets, and to improve the accuracy of both short- and long-term forecasting.
• Provide accurate projections and forecasts for the optimal management of current and future capacity requirements. Track exceptions to work schedules, plan to shrinkage rates, and partner with managers to implement appropriate staffing levels.
• Produce daily, weekly, and monthly internal and external reports, accurately and timely
• Using spreadsheets and/or build Power BI report to improve reporting efficiency, provide streamline reporting and help improve data analysis
• Work closely with the operations team to analyze and help improve their service delivery performance
• Assist with projects and other duties as requested or assigned

Job Requirements

• Fluency in the English language
• Call center experience
• Reporting or WFM experience is a must
• Advanced skills in Excel & intermediate power query
• Workforce experience is a must
• Good eWFM knowledge is desired.