Workforce Management Supervisor
1 week ago
Job Description
The Workforce Supervisor manages day-to-day workforce operations, supervises scheduling
activities, and ensures adherence to workforce plans. This role serves as a bridge between strategic
workforce planning and operational execution.
Key Roles and Responsibilities
• Supervise daily workforce scheduling and resource allocation
• Monitor adherence to schedules and service level targets
• Coordinate with operations managers on staffing adjustments
• Manage schedule change requests and time-off approvals
• Train and develop junior workforce management staff
• Prepare daily, weekly, and monthly operational reports
• Handle escalations related to scheduling and capacity issues
• Ensure compliance with labor regulations and company policies
Required Knowledge and Skills
• 2-4 years workforce management or operations experience
• Strong understanding of scheduling principles and constraints
• Knowledge of contact center operations and metrics
• Experience with workforce management software
• Leadership and people management capabilities
• Problem-solving and conflict resolution skills
• Understanding of labor laws and scheduling regulations
Technical Expertise and Tools
• Workforce Management Systems (scheduling modules)
• Microsoft Office Suite (Excel, Outlook, PowerPoint)
• Time and attendance systems
• Reporting and dashboard tools
• Communication and collaboration platforms
• Basic database and query knowledge
Personal Characteristics and Competencies
• Strong organizational and time management skills
• Excellent communication and interpersonal abilities
• Leadership potential with coaching mindset
• Calm under pressure with crisis management skills
• Attention to detail and accuracy
• Flexibility and adaptability to changing priorities
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