Supervisor, Workforce Management
Core
Supervises the development and automation of capacity and scenario planning models to support service, quality, and efficiency standards for a contact center.
Role type
Senior Workforce Management Supervisor
Builds
Contact center staffing schedules and capacity planning models
Domain
Healthcare / Contact Center Operations
Deliverable
production ML models
Required skills
Capacity planning, scenario modeling, schedule adherence analysis, performance monitoring, team coaching, data analysis, policy implementation, hiring support
Preferred skills
Experience with workforce management databases, knowledge of contact center metrics (shrinkage, AHT, ASA)
Technologies
Workforce management databases, status reporting tools
Responsibilities
Oversees workforce management activities for the back office utilization department; drives innovation and implementation of contact center efficiencies; creates and maintains workforce monitoring schedules; monitors work performance and analyzes results; works with senior leadership to maintain workforce management databases; evaluates employee performance and provides feedback; provides training and coaching to direct reports; assists with onboarding and hiring.
Seniority
Senior, hands-on IC
