Workforce Supervisor

The Workforce Management Supervisor is responsible for overseeing workforce planning, scheduling, intraday management, and reporting functions to ensure operational efficiency and service level achievement across assigned accounts. This role leads a team of Workforce Analysts and collaborates closely with Operations, Human Resources, Training, and Client Services to optimize staffing strategies, improve forecasting accuracy, and maximize resource utilization while maintaining service quality standards.
Key ResponsibilitiesWorkforce Planning & ManagementSupervise daily workforce operations, including scheduling, real-time management, and attendance monitoring.Ensure staffing levels are aligned with forecasted workload and business requirements.Monitor operational performance and proactively identify staffing risks or service level gaps.Develop action plans to address schedule adherence, shrinkage, and occupancy concerns.Support capacity planning initiatives and staffing recommendations.Forecasting & ReportingReview and validate volume forecasts, staffing models, and scheduling plans.Analyze historical trends, operational metrics, and business drivers to improve forecast accuracy.Generate and present workforce performance reports to Operations leadership and stakeholders.Track and report key performance indicators (KPIs), including Service Level, Average Handle Time (AHT), Occupancy, Shrinkage, Adherence, and Productivity.Team LeadershipLead, coach, and develop Workforce Analysts to achieve individual and team objectives.Conduct regular performance reviews, feedback sessions, and development plans.Foster a culture of accountability, continuous improvement, and operational excellence.Ensure compliance with company policies, procedures, and workforce management standards.Cross-Functional CollaborationPartner with Operations leaders to understand business needs and implement workforce strategies.Collaborate with Recruitment and Training teams regarding hiring plans and onboarding requirements.Participate in client meetings and provide workforce insights and recommendations when needed.Support strategic workforce initiatives and process improvement projects
QualificationsEducationBachelor's degree in Business Administration, Industrial Engineering, Statistics, Human Resources, or related field preferred.ExperienceMinimum of 2-3 years of experience in Workforce Management within a BPO, Contact Center, or similar environment.At least 1 year of experience leading teams.Strong understanding of forecasting, scheduling, real-time management, and workforce analytics.Technical SkillsAdvanced Microsoft Excel skills.Experience with Workforce Management platforms (Verint, NICE IEX, Aspect, Genesys, Calabrio, or similar).Strong analytical and problem-solving abilities.Experience creating reports and dashboards.