Supervisor, Workforce Management

Supervisor, Workforce Management

Plans, organizes, and supervises the workforce management (WFM) activities in order to ensure that corporate goals and objectives are met.

Primary Job Responsibilities

• Leads the WFM function, including forecasting, scheduling, time off approval, staffing needs, long range planning, recruiting plans, shift bids, and reporting requirements.
• Leads, evaluates, and coordinates the contact center and claims operation WFM functions and assignments.
• Develops and enforces policies, procedures, guidelines, and standards for the WFM functions.
• Analyzes performance, processes, and technology and recommends improvements to enhance operational efficiency.
• Researches new WFM technologies and provides recommendations to meet contact center and claims operation business needs and reviews, negotiates, and recommends service contracts.
• Leads the troubleshooting of end user and system issues relating to WFM systems / tools and escalates issues as necessary.
• Interviews, hires, trains, evaluates, manages and develops staff to ensure accountability for achievement of departmental goals and objectives.
• Develops and maintains relationships with customers, affiliates, business partners, vendors, and internal contacts.
• Participates in the development of short and long term strategies, goals, objectives, and monitoring of the annual budget for the department.

Perform other related assigned duties as necessary to complete the Primary Job Responsibilities as described above.

Minimum Requirements

Position requires a bachelor's degree in business administration or a related field and three years of experience in workforce management in a contact center or contact center management. Previous experience in a senior or lead role and / or using Verint Workforce Management software and Genesys contact center platform application suite preferred. Will accept any suitable combination of education, training, or experience.

Position requires knowledge of contact center systems (such as reporting, ACD, call routing capabilities, IVR, WFM), forecasting, scheduling, long range planning, and word processing and spreadsheet applications; strong verbal and written communication skills; strong analytical skills; strong organizational skills; the ability to manage multiple assignments with competing deadlines; and the ability to resolve complex problems using independent judgment.

Occasional travel may be required to other work locations and training facilities.

The company will provide equal employment and advancement opportunity within the context of its unique business environment without regard to race, color, religion, gender, gender identity, gender expression, age, national origin, familial status, citizenship, genetic information, disability, sex, sexual orientation, marital status, pregnancy, height, weight, military status, or any other status protected under federal, state, or local law or ordinance.