Supervisor, Workforce Management

Description

Summary of This Role

The WFM Supervisor for Resource Planning is responsible for leading a team of analysts in the development of accurate short-term volume and staffing forecasts and the creation of optimized agent schedules. This role is critical in ensuring the contact center is adequately staffed to meet service level agreements (SLAs) and maximize operational efficiency and occupancy. The supervisor will collaborate closely with Operations leadership to drive effective resource utilization.

What Part Will You Play?

• Supervise, mentor, and coach the Resource Planning team.
• Manage team performance, conduct regular 1:1s, and facilitate professional development to ensure a high-performing team.
• Ensure team adherence to best practices, process documentation, and quality standards for all forecasts and schedules.
• Oversee the generation and accuracy of short-term forecasts (interval, daily, weekly, or up to 6 weeks out) for all contact channels (e.g.calls, chat, email).
• Analyze historical performance, business drivers, and upcoming promotional/operational events to adjust and improve forecast models.
• Conduct root cause analysis on forecast variance and provide executive summaries on performance and recommendations.
• Direct the creation and maintenance of agent schedules to match forecasted demand, maximizing coverage while adhering to service objectives and employee work preferences.
• Oversee the proactive scheduling of non-productive time activities, including training, team meetings, coaching, and project work, ensuring minimal impact on service levels.
• Manage shift-bid processes, schedule exception requests, and time-off approvals in partnership with Operations.
• Conduct regular capacity reviews and provide recommendations for full-time equivalent (FTE) movement or changes to meet short-term demands.
• Produce and distribute scheduled and ad-hoc reports detailing short-term resource utilization, schedule efficiency, forecast accuracy, and key performance indicators (KPIs).
• Partner with Operations Managers to communicate staffing plans, schedule adjustments, and performance impacts.
• Act as the primary point of contact for the Resource Planning function during operational reviews and planning meetings.
  
  

What Are We Looking For in This Role?

Minimum Qualifications:

• Minimum of 3+ years of experience in a Workforce Management (WFM) function, with at least 1-2 years in a leadership or supervisory role focusing on forecasting and/or scheduling.
• Advanced proficiency with WFM software (e.g. Genesys, Verint, NICE, AWS, Talkdesk) and Microsoft Excel.
• Experience in a multi-channel or multi-site contact center environment.
• Knowledge of WFM principles across other functions (e.g. Real Time Management, Long-term Planning).
  
  

Preferred Qualifications

• Bachelor’s degree in Business, Finance, Operations Management, or a related field (or equivalent practical experience).
  
  

Essential Skills:

• Analytical Thinking: Exceptional ability to interpret complex data, identify trends, and develop accurate staffing models.
• Leadership & Communication: Proven ability to lead and motivate a technical team, with excellent verbal and written communication skills to clearly articulate complex WFM concepts to non-WFM stakeholders.
• Attention to Detail: Meticulous in managing large datasets and ensuring the accuracy of schedules and forecasts.
• Process Improvement: Strong commitment to continuous improvement, seeking out and implementing opportunities to enhance WFM processes and tools.