Job Description

The WFM Supervisor candidate will oversee a team of analysts that are responsible for all facets of workforce planning and intraday management. This individual will determine and communicate work schedules and resources for various call queues across the organization while relying on extensive experience and judgment to achieve optimal coverage results. The selected candidate will work with site and department leaders to ensure adequate staffing, coverage by interval, as well as, to develop contingency plans during times of peak demand. Ownership of an end to end process with a wide degree of creativity and latitude is expected.

Candidates must have working knowledge of Blue Pumpkin, IEX, Aspect and/or other scheduling software.

Responsibilities

• Responsible for scheduling and workload distribution for call center representatives to ensure high utilization rate and high quality service.
• Identifies and resolves technical, operational and organizational issues outside of own team.
• Monitors the training, development, and performance of employees; provide consistent coaching and feedback.
• Coordinates activities of team members to ensure efficient and quality execution of their responsibilities.
• Conducts new hire training to educate on WFM guidelines and procedures.
• Maintains communication by holding regularly scheduled team meetings.
• Reviews and develop staffing models based on forecasted call volumes.
• Responsible for Intraday schedule management i.e. cancelling, scheduling and rescheduling time off the phones.
• Contributes to the analysis, problem solving and planning of the overall WFM strategy; including long and short term planning.
• Works with senior management to develop policies, procedures and training programs that will meet the needs of the department.
• May be responsible for handling more complex, escalated, or urgent issues.

Qualifications

• 3+ years of Workforce Supervisory experience
• At least 1 year experience in Forecasting, and Scheduling
• At least 1 year Intraday management experience
• Familiar with a variety of the field's concepts, practices, and procedures.
• Multi-site and Multi-skill call center experience
• Previous large (~2500 seat) call center experience
• Working knowledge of Blue Pumpkin, IEX, Aspect or other scheduling software
• Must possess very strong analytical skills.
• Must possess an in-depth understanding of call center metrics and mathematics
• Ability to successfully interact with internal Operations and clients from VP level to associates
• Ability to manage team sizes of 10+ persons
• Advanced Excel experience