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Workforce Management Supervisor
Workforce Management SupervisoreClerx • Fayetteville, North Carolina, United States
Workforce Management Supervisor

Workforce Management Supervisor

eClerx • Fayetteville, North Carolina, United States
[job_card.30_days_ago]
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  • [job_card.full_time]
[job_card.job_description]

Workforce Management Supervisor

We are seeking a motivated and experienced Workforce Management Supervisor to support Customer Operations through effective workforce planning, real-time management, and performance analysis. This role requires strong analytical skills, leadership ability, and proficiency in Excel.

Key Responsibilities:

  • Develop and manage agent schedules and daily staffing plans

  • Monitor real-time performance to ensure SLA compliance

  • Manage shrinkage, schedule adherence, and productivity metrics

  • Identify staffing gaps and implement corrective actions

  • Prepare daily, weekly, and ad-hoc performance reports

  • Collaborate with Operations Managers and Team Leads

Requirements:

  • Proficiency in Microsoft Excel (required)

  • Experience in workforce planning, scheduling, and real-time management

  • Strong analytical and problem-solving skills

  • Excellent communication and leadership abilities

  • Ability to adapt in a fast-paced, changing environment

  • Reliable attendance and schedule flexibility

Qualifications:

  • High School Diploma or equivalent preferred

  • Prior Workforce Management, RTM Lead, or APM experience strongly preferred

  • Experience supporting 16×7 operations preferred

Pay: $15.50/hr + $200 Sign-On Bonus - $200 (paid after 60 days of active employment)

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Workforce Management Supervisor • Fayetteville, North Carolina, United States

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