Workforce Management Operations Lead
3 days ago
Job Description:
The WFM Supervisor is responsible for overseeing all operational support aspects of the contact center, including staffing, scheduling, forecasting systems, and policies. Key areas of focus include workforce management processes, training programs, and quality issues.
Key Responsibilities:
- Ensure efficient implementation and monitoring of workforce management processes
- Oversee performance of training programs across the contact center
- Manage contact center quality issues and support system implementation
- Lead a team of individual contributors and make operational decisions
Requirements/Required Skills:
- Extensive knowledge and experience in Workforce Management (WFM)
- Strong leadership and management skills
- Able to analyze data and make informed decisions
- Excellent communication and problem-solving skills
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