Job Description

Workforce Supervisor

Location Remote

Employment Type Full Time

Reporting to Workforce Director

ABOUT US

At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.

We're the largest minority-owned CX provider, delivering digital-first, people-centered experiences for some of the world's most respected brands. For over 25 years, we've been helping businesses solve their toughest customer experience challenges—and we do it better than anyone else. 

As a Top Place to Work, we're serious about creating an environment where people show up as their genuine selves. Which means when you succeed, we all do. 

HERE’S WHAT THE JOB REALLY LOOKS LIKE

Responsible for managing the Planning team inside the BPOs and give guidance to them. Work closely with (both WFM and SD teams) to validate capacity plan, review trends and arrival pattern behaviors, understand upcoming launches and impacts in volume, provide updates about absenteeism, turnover, HC management, etc. in the weekly staffing meetings and/or other forums where those information’s are relevant.

HOW YOU’LL MAKE AN IMPACT

• Lead and manage the team.
• Be the POC of the team in the MBRs and weekly meetings between the vendor and the client.
• Make sure the team is keeping NICE and PIMS systems updated and report any issues/bugs

WHAT YOU’LL ACTUALLY DO

• Support the team on trend analysis and work very close to (WFM and SD) to understand the root causes of volume behavior change.
• Follow the client guidelines in regard to multi skilling and synergies among the operations to support the incoming volume and SLA targets.
• Help the team build and track the action plans discussed in the weekly staffing meetings or MBRs and provide updates on the action plan results to the main stakeholders

WHAT’LL SET YOU UP FOR SUCCESS

• Bachelor’s degree or above
• More than 3 years of experience in BPO industry and WFM department
• More than 1 year of experience in BPO WFM management experience with no less than 7 WFM Analysts.
• Knowledge on statistical analysis and forecasting modeling, knowledge on WFM tools, budgeting, forecasting and scheduling. Needs to have advanced English, good communications, problem solving skills, conflict management, team management, stakeholder management, adaptability.

WHY ALORICA? 

Our culture shows up in how we work together, support each other, and show up for our clients. We're bold enough to challenge how things have always been done, committed to delivering results that matter, and passionate about making customer experiences that actually work. 

TIDE is our connection group built around real conversations, shared experiences, and genuine belonging. MLBA (Making Lives Better at Alorica) is our employee-led nonprofit where local teams raise funds and support colleagues and communities when it matters most. We don't just talk about culture—we build it, live it, and keep making lives better every day. 

What We Offer: 

• Competitive base pay with performance-driven incentives 
• Comprehensive benefits including medical, dental, vision, and 401(k) 
• Career development through Alorica Academy's open-access courses 
• Real opportunities to grow within a global organization 
• Access to our employee assistance program 
• A collaborative, inclusive culture where innovation happens 

Our Values 

Bold – We challenge conventions and take smart risks 

Relentless – We deliver results, no matter what it takes 

Connected – We work as One Alorica because we're stronger together 

True – We show up as our authentic selves, every single day

Ready to Join Us? 

If you're looking for a place where your expertise matters, your voice is heard, and your work drives real impact, let's talk. 

Apply today!

Location Note: We're currently hiring for this position in: “Alabama, Arkansas, Florida, Georgia, Idaho, Iowa, Kansas, Louisiana, Mississippi, Missouri, Nebraska, North Carolina, Oklahoma, Tennessee, Texas, Utah, and West Virginia”. 

Equal Opportunity Employer – Veterans/Disabled 

DISCLAIMER: The above information has been designed to indicate the general nature and level of work performed by employees in this classification. 

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