Workforce Supervisor


Date Posted:
Requisition Number:
Administrative and Support



The Workforce Supervisor is responsible for managing the workforce management processes including real-time, scheduling, forecasting and change management to ensure that KPIs are met. In addition, this position also serves as the central point of contact for supervisors and senior management as related to service level information and KPI reporting. This position reports directly to the Corporate Workforce Manger.

Job Responsibilities

  • Optimize scheduled breaks and lunches as resource requirements change, determine need for extra hours and/or liberal leave, assess availability for offline functions and approve/deny as required
  • Monitor phone queues and service levels on a real-time basis to identify situations where additional resources may be needed to maintain service levels, consult with call center management to determine best course of action to fill resource needs/maintain service levels.
  • Provide real time status anomalies to Supervisors.
  • Provide shift reports to management with service level and abandon rate explanations for any day where KPIs are missed.
  • Update and maintain agent database in NICE such as, processing: new agents, terminations
  • Process shift trades, Schedule Change Requests, and Time Off Request after schedule lease date
  • Review and respond to schedule inquiries from management and agents and partner with Analyst for plan of action
  • Use workforce management software, call volume history, and overflow data to determine staffing levels and optimal shifts for Long-Term/Active/What-if Scenarios to handle workload requirements.
  • Create long-term, short and active forecast and resource issues to department management,
  • Review historical data and adjust histories for special day and call distribution work
  • Conduct weekly WFM Meeting with management team to review weekly, monthly and YTD action plans
  • • Produce work force management schedules for program operations (inbound/outbound/back office)
  • Communicate and report KPIs to management daily, weekly, monthly, and YTD
  • Update and maintain agent database in NICE such as, processing: time off requests, offline events, planned training, and schedule bids.
  • Track and trend analyst for absenteeism, schedule deviation and forecast adjustments percentages
  • Create any ad hoc reporting as needed to present to Mgmt. or Client
  • Creation and maintenance of reports as required for performance and financial reporting.
  • Build strong interpersonal relationships with internal clients
  • Work independently as well as in a team environment

Minimum Requirements



  • High School Diploma or equivalent
  • Bachelor’s Degree or college work, preferred


  • **Must have 2-year call center experience, real-time, scheduling, and forecasting
  • Above average ability to work with Microsoft Office, Excel
  • Proven analytical experience
  • Knowledge of ACD systems, Cisco preferred.
  • Proficient in mathematics
  • Able to work independently
  • Excellent communication skills spoken and written
  • Decision-making skills, critical-thinking skills, excellent verbal and written communications skills
  • Customer/ Client Interface & Creative Challenge

This role serves as a key contact to the operations team for achieving center goals and metrics and requires a highly mature and technically competent individual, capable of balancing the needs of both the business and its employees.

Demonstrates expertise and professionalism when interacting with clients in group or individual interactions.