Job Description

Overview

This position is responsible for managing the site Workforce functions, which include management of workforce personnel, headcount, forecasting, reporting, capacity planning, and strategic planning for workforce process improvements. The Workforce Supervisor is responsible for a team composed of Real-Time Analysts, Workforce Analysts, Schedulers, and Reporting Analysts. This role reports to and works in collaboration with the Workforce Manager in ensuring that the client and internal workforce requirements and deliverables are met.

Responsibilities

Responsibilities

1. Team Managementa. Ensures that all RTA (Real Time Analyst) deliverables are accurate and sent timelyb. Provides support to the team and reinforces RTA-related directives down to Operations Managementc. Conduct regular performance evaluations with the teamd. Review the workforce-related metrics opportunities with the team and determine how we can improve incollaboration with Operations leaderse. Lead and develop team members to be highly motivated, efficient, and customer-centric mindset
2. Strategic Planninga. Assist Workforce Manager in strategic planning and achievement of business unit goals by developingstrategies, initiatives, and solutions to improve productivity and respond to complex workforce managementissues, trends, and opportunitiesb. Assist the Workforce Manager in identifying risks and issues, and provide options and practical advice tomanagement and stakeholders on any workforce management matters
3. Reports Managementa. Create and develop reports to be used in making critical decisionsb. Present data analysis and recommendationsc. Deliver required reports timely and accuratelyd. Design templates for workforce management use
4. Forecastinga. Run short- and long-term headcount and FTE forecasts (weekly, monthly, yearly)b. Manage shrinkages (Leave of absence, Leaves, Suspension, Attrition, Absenteeism)c. Ensure FTE variance between forecast and actual shouldn’t be more than the goald. Provide new hire requirements for recruitment based on forecaste. Analyze and forecast based on past and present data trends
5. Capacity Planninga. Ensure we have enough seat capacity to accommodate the required headcount reporting to siteb. Ensure the site is maximized and give recommendations to Site Directorsc. Determine the production capacity needed by an organization to meet changing demands of the client
6. Meetings / Collaborationa. Attend meetings/conferences with the client as neededb. Meet/Collaborate with Ops leaders and share relevant information related to workforce management7. Learning & Development / Continuous Improvementa. Attend training incumbent to the job and skill enhancementb. Look for learning opportunities that will increase productivity and efficiency of the teamc. Facilitate regular mentoring sessions to direct reportsd. Explore tools/systems / softwares to enhance internal/external processes of the organization

Qualifications

Qualifications:• Completed a Bachelor's degree in Management or a computer-related course• Must know database management and spreadsheet software, as well as MS Office applications(MS Access, Excel, MS Project, PowerPoint)• Must have 2 – 4 years of experience in the Workforce field