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