Job Description

We're hiring.

The Workforce Supervisor ensures that the Real Time Analysts take actions to ensure the company achieves its key performance indicators and its daily, weekly, monthly and quarterly goals. The RTA Supervisor works with the Workforce Manager and internal business leaders to determine corrective actions to mitigate events that impact performance.

The Responsibilities

• Supervises Real Time Analysts Globally
• Perform one-on-one coaching with the RTAs
• Train and Orient new RTAs
• Analyze intra-day staffing reports and recommend changes to staffing in order to meet service level client expectations and requirements.
• Make objective recommendations on incident management
• Coordinates with Operational leadership to advise potential opportunities that will affect the achievement of Service Level goals
• Reviews contact center trends, including call volume, call patterns, staff productivity, and attrition rates.

Knowledge, Skill Set & Qualifications Required

• Education
  • Bachelor’s degree in Business Administration, Operations Management, Statistics, or a related field (sometimes optional with experience)
• Experience
  • 2–5+ years in workforce management, scheduling, or call center operations
  • Prior supervisory or team lead experience is strongly preferred