SUPERVISOR, WORKFORCE

OVERVIEW

SUPERVISOR, WORKFORCE

RESPONSIBILITIES

Main Objectives and Duties:

1. Call Center Roster / QFN Database – Ensures proper scheduling and communicates changes.
2. Client Communication – Coordinates procedures and updates with clients.
3. Performance Monitoring – Oversees Call Management and Workforce Analysts, ensuring accuracy and timely reporting.
4. Real-Time Monitoring & Scheduling – Maintains smooth operations and minimizes client escalations.
5. Real-Time Issue Resolution – Provides immediate solutions to operational concerns.
6. Staffing Analysis – Reviews and analyzes staffing during operations.
7. Trending Activities Evaluation – Identifies attendance and staffing trends to uncover issues.

QUALIFICATIONS

Qualifications:

• Bachelor’s in computer studies, Engineering, Statistics, or Mathematics or 2+ years of related experience in the call center industry
• Six Sigma certification (desired)

Skills:

• Program Management
• Forecasting
• Analytical & Logical Thinking
• Workforce Management
• Data Management