Job Summary
The Workforce Management (WFM) Supervisor is responsible for overseeing real-time workforce operations to ensure efficient scheduling, adherence management, and service level achievement within the contact center. This role primarily focuses on real-time monitoring, intraday adjustments, daily reporting, and leading the Real-Time Analyst (RTA) team. The WFM Supervisor ensures that workforce strategies align with business goals, provide coaching and feedback to RTAs, and collaborates with Operations to maintain optimal staffing and service levels.
Responsibilities
Key Responsibilities:
1. Real-Time Monitoring & Intraday Management
• Supervise real-time queue monitoring, ensuring service levels, agent occupancy, and staffing requirements are met.
• Identify and proactively resolve service level risks by adjusting schedules, rebalancing workloads, and recommending OT/VTO (overtime/voluntary time off).
• Monitor agent adherence, address out-of-adherence behavior, and escalate issues as needed.
• Collaborate with IT and Operations to resolve system outages, call volume spikes, and technical issues affecting workforce efficiency.
• Provide live updates and reports on queue performance and staffing status to key stakeholders.
2. Leadership & Coaching of RTA Team
• Supervise and mentor RTAs, ensuring they understand real-time workforce management principles and best practices.
• Conduct regular coaching sessions to improve RTAs' ability to monitor and manage real-time adherence effectively.
• Provide structured feedback on RTA performance, identifying strengths and areas for improvement.
• Develop training programs to enhance the analytical and decision-making skills of the RTA team.
3. Daily Reporting & Performance Analysis
• Oversee the preparation, accuracy, and distribution of daily, weekly, and monthly reports on real-time performance, adherence, shrinkage, and service levels.
• Maintain workforce dashboards, tracking real-time adherence, occupancy, and schedule compliance.
• Analyze historical real-time data trends to identify opportunities for improving staffing efficiency.
• Ensure that RTAs complete and maintain all required reports accurately and on time.
4. Communication & Stakeholder Collaboration
• Communicate schedule changes, adherence concerns, and service level risks to Team Leaders and Operations.
• Provide daily summaries and recommendations for leadership on workforce performance.
• Support HR and Operations in managing absenteeism and adherence violations.
Key Performance Indicators (KPIs):
• Service Level Achievement: Maintain service level goals through effective intraday workforce adjustments.
• Real-Time Adherence: Ensure RTAs and agents adhere to their assigned schedules.
• Shrinkage Control: Monitor and reduce non-productive agent time.
• Reporting Accuracy: Maintain timely and precise reporting of real-time performance.
• Coaching & Feedback Effectiveness: Improve RTA performance through structured coaching and mentorship.
Qualifications
Technical & Analytical Skills:
• Proficiency in WFM tools (Verint, NICE, IEX, Aspect, or similar).
• Advanced Excel skills (pivot tables, formulas, macros, data analysis).
• Strong problem-solving skills to resolve real-time workforce challenges efficiently.
• Familiarity with contact center KPIs (AHT, occupancy, adherence, shrinkage, etc.).
Soft Skills:
• Leadership & Coaching: Ability to develop and mentor RTA team members.
• Problem-Solving: Quick decision-making in a fast-paced environment.
• Communication: Strong verbal and written skills for workforce updates and reporting.
• Adaptability: Ability to manage and respond to dynamic workforce needs.
