Supervisor, Workforce Management

TriNet is a leading provider of comprehensive human resources solutions for small to midsize businesses (SMBs). We enhance business productivity by enabling our clients to outsource their HR function to one strategic partner and allowing them to focus on operating and growing their core businesses. Our full-service HR solutions include features such as payroll processing, human capital consulting, employment law compliance and employee benefits, including health insurance, retirement plans and workers' compensation insurance.

TriNet has a nationwide presence and an experienced executive team. Our stock is publicly traded on the NYSE under the ticker symbol TNET. If you're passionate about innovation and making an impact on the large SMB market, come join us as we power our clients' business success with extraordinary HR.

Don't meet every single requirement? Studies have shown that many potential applicants discourage themselves from applying to jobs unless they meet every single requirement. TriNet always strives to hire the most qualified candidate for a particular role, ensuring we deliver outstanding results for our small and medium-size customers. So if you're excited about this role but your past experience doesn't align perfectly with every single qualification in the job description, nobody's perfect – and we encourage you to apply. You may just be the right candidate for this or other roles.

Job Summary

The Supervisor, Workforce Management will oversee the Workforce Management team supporting Customer Success & Operations in India. This role is responsible for leading forecasting, scheduling, real-time monitoring, and capacity planning activities to ensure optimal staffing and service delivery for global clients, with a focus on US business hours and standards. The Supervisor will drive process improvements, mentor analysts, and collaborate with operations leadership to achieve business goals.

Key Responsibilities

• Lead and supervise the Workforce Management team, providing guidance, coaching, and performance feedback
• Oversee development and maintenance of short-term, mid-term, and long-term forecasts for call volumes, staffing, and workload
• Ensure creation and management of agent schedules to meet service level agreements (SLAs) and business needs
• Monitor real-time performance, make intraday adjustments, and resolve escalations to maintain optimal coverage
• Analyze historical data and trends to improve forecasting accuracy and workforce planning
• Collaborate with operations, HR, and leadership to align staffing plans and support hiring decisions
• Review and present workforce reports and dashboards to senior management, providing actionable insights
• Drive process automation, continuous improvement initiatives, and support implementation of workforce tools
• Ensure compliance with labor laws, internal policies, and data integrity in scheduling and time tracking

Qualifications

• Bachelor's degree in Business, Statistics, or related field (Master's preferred)
• 8+ years of experience in workforce management, including 2+ year in a supervisory or lead role
• Experience supporting US-based operations or clients is preferred

Skills & Competencies

• Strong leadership and team management skills
• Advanced analytical, forecasting, and problem-solving abilities
• Proficiency in WFM tools (e.g., NICE IEX, Verint, Aspect)
• Expertise in Microsoft Excel, Power BI/Tableau, and data visualization
• Excellent communication, stakeholder management, and collaboration skills
• Ability to work flexible hours to align with US time zones
• Knowledge of contact center metrics, KPIs, and best practices
• Experience with process automation and continuous improvement methodologies

Additional Requirements

• Ability to mentor and develop team members
• Strong organizational and multitasking skills
• Commitment to operational excellence and customer satisfaction

Work Environment:

• Work in a clean, pleasant, and comfortable office work setting. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable persons with disabilities to perform the essential functions.
• This position is 100% in office.

Please Note: TriNet reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Position functions and qualifications may vary depending on business necessity.

TriNet is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics. Any applicant with a mental or physical disability who requires an accommodation during the application process should contact to request such an accommodation.