Workforce Management Supervisor - Access Securepak

Job Description


Supervise the workforce functions of scheduling, forecasting, and service level management for the contact center.  This role will proactively collaborate with management teams to ensure maximum utilization of resources in order to achieve contact center goals including short-term scheduling, short term and long term range planning. 

Essential Functions/Specific Duties:

  • Oversees intra-day volume and the effective administration of daily workflow to achieve service level goals.
  • Gathers and maintains historical data, developing statistical models and producing volume/staffing forecasts.
  • Produce and implement automation or procedural changes to increase productivity, accuracy and improve workflow.
  •  Analyze volumes and patterns.  Work with management in the development of workforce planning capabilities.
  • Communicate regularly to leadership any adjustments necessary and reforecasts if appropriate.
  • Identify staffing needs and forecasting for new business.
  • Reconciles attendance daily with employee time card against schedule time in/out reports.
  • Prepare intra-day reports on staff attendance.
  • Escalates contact center interruptions and system outages to the appropriate business partner.
  • Real-time report analytics management through skill-based routing familiarity and strategy.
  • Perform special projects and/or duties as assigned.


  • Bachelor’s degree or equivalent experience



Required Qualifications:

  • 4+ years of experience in performing workforce management functions
  • 2+ years supervisory experience
  • Knowledge in analyzing call volume, trends, resolution, and creating actionable forecast to accommodate historical trends
  • Attention to detail, good organizational and project management skills.
  • Proficient skills with MS Office required (Word, PowerPoint, Outlook)
  • Advanced Excel skills  with the ability to organize/analyze data in a structured manner
  • Consistent exercise of independent judgment and discretion in matters of significance
  • Adept at managing multiple priorities and tasks in a fast-paced environment
  • Good reasoning abilities, analytical skills, and sound judgment
  • Tactful, flexible and people oriented

Preferred Knowledge:

  • Experience with Pipkins Workforce Management or equivalent software
  • Experience with Cisco phone systems

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.