Workforce Management Supervisor

Position Summary:

The Workforce Supervisor will be responsible for the daily operational oversight of a workforce management team typically consisting of Real Time Analysts and Workforce administrators.

• WFM Supervisor will ensure that resources are managed efficiently and effectively to optimize the use of resources to achieve performance targets. It involves the function of Forecasting, Resource Planning, Scheduling, etc.
• Direct the work of the workforce management team to meet set service level goals
• Primarily responsible for forecasting workloads, forecasting resources required to process workloads, scheduling resources, managing real-time adjustments to resources, and generation of reporting and analysis required to manage these processes efficiently
• Work with business leadership to coordinate processes to meet the operational and strategic needs of the business, to advise on potential opportunities or hazards that affect the busines...