Our WFM Team is growing!!!!!

Our Workforce Management (WFM) Supervisor is responsible for leading the day-to-day execution of workforce management operations across the contact center. This role oversees real-time performance management, scheduling, forecasting support, reporting, and workforce optimization activities while directly supervising and mentoring WFM team members. The WFM Supervisor partners closely with operations leadership, training, quality, and business stakeholders to ensure service level goals, productivity targets, and customer experience objectives are consistently achieved.

Leadership and Team Supervision

· Lead and supervise the daily activities of Workforce Management team members, including Real Time Analysts (RTAs), schedulers, and workforce coordinators.

· Provide ongoing coaching, mentorship, and professional development opportunities for WFM staff.

· Conduct regular training sessions with team members.

· Support employee engagement initiatives and foster a collaborative, service-oriented team environment.

· Assist with interviewing, onboarding, training, and performance management activities.

Real-Time Monitoring and Intraday Management

· Monitor real-time contact center performance including service levels, occupancy, queue health, adherence, and staffing coverage.

· Direct intraday staffing adjustments based on call volume fluctuations, absenteeism, outages, and operational priorities.

· Coordinate schedule modifications, breaks, lunches, overtime, and off-phone activities to maintain service objectives.

· Communicate real-time operational updates and staffing recommendations to leadership teams.

· Escalate operational risks and provide actionable recommendations to mitigate service impacts.

Forecasting and Workforce Planning

·  Developing short-term and long-term forecasts 

· Review forecasting trends, staffing models, shrinkage assumptions, and scheduling effectiveness.

· Support capacity planning and hiring recommendations based on business trends and projected demand.

· Partner with operational leadership to prepare staffing plans for new business, seasonal demand, and organizational changes.

· Analyze historical data and workforce trends to improve forecast accuracy and operational planning. 

Reporting and Analysis

· Generate and distribute workforce management reports, dashboards, and operational performance summaries.

· Analyze key performance indicators including service level, occupancy, adherence, absenteeism, and productivity metrics.

· Identify operational trends, risks, and improvement opportunities through workforce analytics.

· Present findings and recommendations to leadership teams to support strategic decision-making.

Collaboration and Continuous Improvement

· Partner with Operations, Training, Quality Assurance, HR, and IT teams on workforce initiatives and operational improvements.

· Assist with implementation and optimization of workforce management tools and technologies.

· Maintain workforce management procedures, documentation, and best practices.

· Participate in process improvement initiatives focused on efficiency, customer experience, and employee effectiveness.

· Stay current on workforce management best practices, reporting methodologies, and contact center technologies.

Supervisory Responsibilities

· Directly supervises Workforce Management personnel in accordance with company policies and applicable employment laws.

· Responsible for employee mentoring and development planning. 

· Provides leadership and guidance to support team growth, operational consistency, and succession planning within the WFM function.

  Required Education and Experience

· High school diploma or equivalent required; associate or bachelor’s degree preferred.

· Minimum of 3 years of workforce management, contact center operations, or related leadership experience.

· Previous supervisory or team leadership experience preferred.

· Experience with workforce management platforms such as RingCentral, NICE CXone, Verint, Aspect, or similar systems.

· Advanced Microsoft Excel and reporting skills.

Skills and Competencies

· Strong leadership, coaching, and mentorship abilities.

· Excellent analytical and problem-solving skills.

· Strong written and verbal communication skills.

· Ability to manage multiple priorities in a fast-paced environment.

· Strong organizational skills and attention to detail.

· Ability to adapt quickly to changing operational conditions.