Workforce Management Supervisor

As a Workforce Management Supervisor, you will be responsible for overseeing the day-to-day workforce operations, ensuring that staffing levels align with business needs and service level targets. You will lead a team of schedulers and real-time analysts, ensuring accurate forecasting, schedule adherence, and intraday performance management. This role requires strong coordination, analytical thinking, and a hands-on approach to support operational efficiency.

Key Responsibilities

Supervise and coach a team of Workforce Management staff including real-time analysts and schedulers.
Monitor intraday performance, agent availability, and schedule adherence; initiate adjustments as needed to meet service level goals.
Assist in developing short-term forecasts based on historical data, trends, and current inputs from clients and operations.
Oversee shift bidding, schedule generation, and optimization to ensure staffing efficiency while considering employee preferences.
Maintain and update workforce tools, reports, and dashboards to ensure accurate real-time visibility and reporting.
Coordinate closely with Operations teams to provide WFM insights, highlight risks, and support resolution of staffing issues.
Generate and deliver reports on key WFM metrics such as occupancy, shrinkage, absenteeism, and schedule adherence.
Ensure data accuracy across workforce systems (e.g., Verint, NICE IEX, Genesys) and act as first-level SME for technical issues.
Support WFM leadership in planning for new campaigns, seasonal ramps, and account expansions.
Contribute to continuous improvement by identifying opportunities for process efficiency and automation within WFM functions.
Assist in audit preparation and respond to internal or client WFM inquiries as needed.

Qualifications

Bachelor’s degree in Business Administration, Operations, Statistics, or related field (or equivalent experience).
Minimum of 3–5 years of experience in Workforce Management, preferably in a BPO or contact center environment.
At least 1–2 years of supervisory or team lead experience within WFM or related operations.
Proficient in WFM systems such as NICE, Verint, Genesys, or similar tools.
Strong knowledge of real-time monitoring, scheduling, and short-term forecasting.
Proficient in MS Excel; familiarity with Power BI or similar reporting tools is a plus.
Strong analytical, organizational, and communication skills.
Ability to work in a fast-paced, dynamic environment and manage multiple priorities.

Preferred Qualifications

Experience in a multi-channel environment (voice, chat, email)
Exposure to BPO, shared services, or global operations
Familiarity with Six Sigma or Lean methodologies
Experience supporting client-facing or high-growth accounts

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