Supervisor. Workforce Management


Supervisor. Workforce Management

Essential Functions/Core Responsibilities  

• Monitors team and assigned line(s) of business performance to proactively identify problems and engages the appropriate stakeholders through the resolution process 


• Analyzes real-time daily, weekly, and monthly call management metrics and develops action plans in support of metric and labor improvements


• Partners with Operations and Client Services on the development of service level agreement documents specific to the Command Center tasks and timelines


• Reviews call management results with operations management on a regular basis


• Recognize and initiate escalation for all Tier 1 and Tier 2 system difficulties; including switch and ACD systems, routing systems, computer systems, customized client computer systems, etc.


Candidate Profile  

• Associate's degree in related field from a four-year college or university with two to four years relevant experience preferred

• Minimum three years’ experience within a Command Center or Real Time Workforce Management environment 


• Forecasting, scheduling and/or resource planning experience is also preferred


• Must be knowledgeable in understanding the financial impact to decisions made in their call and volume management role


• Strong communication skills, both written and verbal


• Proficient in Microsoft Office


• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables


• Ability to mentor, coach and provide direction to a team of employees


• Self-starter, sense of urgency, and works well under pressure


• Strong attention to detail


• Ability to foster a sense of professionalism and relationship building for self and team


Career Level Description  

Receives assignments in tasks oriented terms and supervises subordinates to set priorities and complete assignments.  Coordinates and supervises the daily activities of business or technical support or production team members.  In charge of handling single and medium-sized line of business.  Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager.  Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback.  Typically does not spend more than 20% of time performing the work supervised. Handles escalated issues.  Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.