Wfm Supervisor

About the Role:

We are seeking an experienced and analytical WFM Supervisor to lead our workforce management operations. You will be responsible for overseeing a team of Real-Time Adherence Analysts who monitor and manage the performance of the workforce, which includes resources from multiple vendors. This role requires strong leadership, analytical, and communication skills, as well as a deep understanding of workforce management best practices and the ability to manage multiple vendors effectively. The WFM RTA Supervisor will ensure optimal resource utilization, adherence to service level agreements (SLAs), and cost-effective operations across all vendor teams.

What You'll Do:

• Team Management: Supervise, train, and mentor a team of Real-Time Adherence Analysts, providing guidance, support, and performance feedback. Conduct regular performance reviews and identify opportunities for professional development.
• Vendor Management: Collaborate effectively with multiple vendors to ensure consistent performance, adherence to SLAs, and timely resolution of issues. Manage vendor relationships and address any conflicts or challenges that arise.
• Real-Time Adherence Monitoring: Oversee the real-time monitoring of agent adherence to schedules and forecasts, ensuring optimal resource utilization and service level adherence. Develop and implement strategies to improve RTA across all vendor teams.
• Intraday Reporting & Analysis: Review and analyze intraday reports generated by the RTA Analysts, identifying trends, potential issues, and areas for improvement. Prepare and distribute regular reports to stakeholders, including senior management and clients.
• Forecasting & Capacity Planning: Collaborate with the WFM team to develop accurate forecasts of labor demand and capacity plans, considering historical data, business trends, and seasonal fluctuations. Ensure that vendor resources are appropriately allocated to meet these demands.
• Performance Management: Track and analyze key performance indicators (KPIs) related to real-time adherence, identifying areas for improvement and working with vendors and analysts to develop and implement corrective action plans.
• Problem Solving & Decision Making: Proactively identify and resolve real-time staffing issues, making necessary adjustments (overtime, voluntary time off) to ensure optimal service levels. Make data-driven decisions to optimize workforce performance.
• Process Improvement: Identify opportunities to improve workforce processes, enhance efficiency, reduce costs, and improve overall operational performance. Implement and monitor the effectiveness of these improvements.
• Communication & Collaboration: Maintain excellent communication and collaboration with stakeholders, including senior management, clients, vendors, and internal teams. Proactively communicate potential issues and solutions.
• Technology & Tools: Maintain up-to-date knowledge of workforce management best practices, technologies, and software applications. Ensure that the RTA team utilizes workforce management software and tools effectively.
• Other duties as assigned.

What We're Looking For:

• Bachelor's degree in business administration, operations management, or a related field.
• 5+ years of experience in workforce management, with at least 3 years in a supervisory or management role.
• Proven experience managing multiple vendors and complex projects.
• Strong analytical and problem-solving skills with the ability to interpret and present complex data.
• Excellent communication, interpersonal, and negotiation skills.
• Experience working with senior management and clients.
• Proficiency in workforce management software and tools (e.g., NICE WFM, Verint WFM, Genesys).
• Experience working with contact centers and/or BPO environments, preferably in the telecommunications industry.
• Deep understanding of key performance indicators (KPIs) related to workforce management and real-time adherence.
• Ability to manage multiple projects simultaneously and meet tight deadlines.
• Strong leadership, mentoring, and team management skills.