Workforce Supervisor
Posted 4 hours ago
You'll apply on the company's website.
About the Role
You will join a remote team as a Workforce Supervisor within a firm specializing in customer experience and accounts receivable management. Your mission is to sustain high service standards by ensuring operational excellence through digitally enabled and human-centered methods. In this capacity, you will guide a team of planners, analysts, and schedulers, focusing on both their career growth and the alignment of their daily output with strategic objectives. As a pivotal coordinator, you will manage workloads and maintain workflow quality for a firm dedicated to empathetic service and long-term client relationships.
Requirements
- Minimum of three years of professional experience in workforce management, including at least one year in a supervisory, lead, or senior analyst role.
- Strong understanding of reporting, intraday management, and scheduling procedures.
- Demonstrated background working within business process outsourcing or contact center settings.
- Working proficiency with telephony systems, ACD software, and workforce management platforms like Calabrio, Aspect, Genesys, Verint, or NICE IEX.
- Advanced capabilities in Excel and familiarity with business intelligence or reporting software.
Responsibilities
- Oversee the daily operations, priorities, and output quality of the workforce management staff.
- Ensure all reports, schedules, and intraday tasks are completed accurately and according to deadlines.
- Track staffing levels and service metrics in real-time, initiate necessary changes, and manage escalated issues.
- Authorize time-off requests and intraday exceptions based on established organizational policy.
- Mentor analysts, facilitate performance evaluations, and assist with onboarding and recruitment activities.
- Serve as the primary contact for escalations and coordinate closely with operations leads to guarantee productivity, adherence, and the protection of service levels.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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