Workforce Supervisor
Aviso de fuente externaen Atento
Atento's Workforce Management Supervisor oversees planning, scheduling, intraday management, and reporting to support staffing and service levels.
Salario
No especificado
Ubicación
San Salvador, El Salvador
Tipo de empleo
Tiempo completo
Modalidad
No especificado
Workforce Supervisor
San Salvador, El Salvador
Descripción del empleo
About the role
Atento seeks a Workforce Management Supervisor to oversee workforce planning, scheduling, intraday management, and reporting functions. The role supports operational efficiency and service level achievement across assigned accounts, leading Workforce Analysts and collaborating with Operations, Human Resources, Training, and Client Services to optimize staffing strategies, improve forecasting accuracy, and maximize resource utilization while maintaining service quality standards.
Responsibilities
- Supervise daily workforce operations, including scheduling, real-time management, and attendance monitoring.
- Ensure staffing levels align with forecasted workload and business requirements.
- Monitor operational performance and 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.
- Review 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 KPIs, including Service Level, Average Handle Time (AHT), Occupancy, Shrinkage, Adherence, and Productivity.
- Lead, coach, and develop Workforce Analysts to achieve individual and team objectives.
- Conduct performance reviews, feedback sessions, and development plans.
- Foster accountability, continuous improvement, and operational excellence.
- Ensure compliance with company policies, procedures, and workforce management standards.
- Partner with Operations leaders to understand business needs and implement workforce strategies.
- Collaborate with Recruitment and Training teams regarding hiring plans and...
Datos clave
- Oversees workforce planning, scheduling, intraday management, and reporting.
- Leads Workforce Analysts and collaborates with Operations, Human Resources, Training, and Client Services.
- Tracks Service Level, Average Handle Time (AHT), Occupancy, Shrinkage, Adherence, and Productivity.
Preguntas frecuentes
What does the Workforce Supervisor role involve?
It oversees workforce planning, scheduling, intraday management, and reporting to support operational efficiency and service level achievement.
Which teams does the role collaborate with?
The role works with Operations, Human Resources, Training, and Client Services, and partners with Operations leaders.
What performance indicators are tracked?
The role tracks Service Level, Average Handle Time (AHT), Occupancy, Shrinkage, Adherence, and Productivity.