Position Purpose:
The Workforce Supervisor is responsible in the supervision and monitoring of Real Time Analysts
through coaching and feedback. He/Shewill be directly reporting to the Workforce Manager.
Essential Functions and Responsibilities:
Monitor project performance and communicate with internal and external partners.
Provide guidance to the workforce team about appropriate actions to improve or maintain
project performance levels.
Participate in the daily activities of the business from a leadership and decision making stand
point. Attends internal and external partner meeting that concerns both workforce and
reporting.
Monitor team communications for usefulness, timeliness and accuracy.
Performs tasks as per client or management directive (adhoc reports and analysis, call
observation)
Provide coaching, feedback and developmental plans to Real Time Analysts assigned and
including the following:
Timekeeping management
Team Attendance management
Regular Coaching sessions with analysts
