WFM Supervisor

Job Title

Workforce Supervisor

Reports To

Workforce Manager

Reporting Staff

Senior Real Time Analyst & Senior Scheduling Analyst

Summary

The purpose of this job is to manage the Workforce department which is responsible for forecasting, scheduling/staffing, and real-time monitoring for all accounts.

Essential Duties & Responsibilities

• Other duties may be assigned by the Department Head and / or its representatives.
• Ensure Call Center Operations (CCO) support is maintained within service level agreements for all Accounts.
• Create reports to meet requirement of Operations/ Management / other departments.
• Determine long-term headcount & staffing requirements.
• Participate in strategic business planning.
• Leads and supervises the team in meeting the overall HR performance by controlling and complying to company established standards and local laws.