WFM Supervisor/Lead
Core
Ensure theoretical staffing plans meet production reality by overseeing intraday service levels across voice, chat, and email channels.
Role type
Senior Workforce Management (WFM) Lead
Builds
24/7 contact center operations for technology clients in social media, e-commerce, gaming, and FinTech
Domain
Customer Experience / Business Process Outsourcing (BPO)
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Erlang-C logic, NICE IEX/Verint/Aspect/Genesys Cloud proficiency, variance analysis, shrinkage control, schedule adherence optimization, advanced Excel modeling
Preferred skills
Real-time decision making, data translation for non-technical managers, process standardization auditing
Technologies
NICE IEX, Verint, Aspect, Genesys Cloud, Excel
Responsibilities
Supervise and mentor Real-Time Analysts and Schedulers; Direct live floor response to volume variances; Manage escalations for Operations Managers; Lead post-mortem performance analysis; Monitor and report on unproductive time; Audit WFM workflows for standardization
Seniority
Senior, hands-on IC