Call Center Workforce Management Supervisor

About This Role

Supervise and manage call center workforce activities, including accurate forecasting of call volumes, optimizing schedules, and overseeing scheduling supervisors. Analyze traffic and trends to enhance productivity and achieve service levels.

Responsibilities

• Manage day-to-day activities of Scheduling Supervisors, ensuring consistent processes and compliance
• Coach and counsel Scheduling Supervisors, and perform annual performance appraisals
• Develop seasonal forecasts by line of business for all Call Center operations and run What-if Analyses
• Ensure accuracy of uploaded data from ACD software and manual inputs, and audit data compliance
• Optimize forecasts, define and oversee shift bid processes, and conduct post-shift bid evaluations
• Troubleshoot and maintain scheduling software and equipment
• Analyze and recommend staffing mix changes for optimal personnel placement
• Evaluate utilization and recommend actions to reduce shrinkage and increase utilization
• Evaluate new product offerings and services related to workforce management
• Train scheduling software users and support personnel, tracking hiring and training activities

Requirements

• 4-6 years Operational systems and/or data analysis in a call center environment
• Knowledge of existing and emerging workforce management software
• Knowledge of automatic call distribution (ACD) technology
• Knowledge of industry best practices in call center management
• Demonstrated leadership capabilities to develop and motivate employees
• Proven ability to produce highly reliable statistical analysis
• Effectiveness in synthesizing complex data and providing effective proposals for resolution
• Ability to present complex data in a user-friendly manner
• Professional written and oral communications skills
• Demonstrated people management skills
• Organizational skills
• Time management skills
• Proficiency in Microsoft Office software (Outlook, Word, PowerPoint, Excel, Access)

Qualifications

• Bachelors Equivalent combination of education and experience
• 4-6 years Operational systems and/or data analysis as it relates specifically to a call center environment

Skills

* Required skills

Benefits