R-105694 Workforce Supervisor (Internal)

Real Time Workforce Management Supervisor
The WFM Supervisor ensures that the Real Time Analysts take actions to ensure the company
achieves its key performance indicators and its daily, weekly, monthly and quarterly goals. The
RTA Supervisor works with the Workforce Manager and internal business leaders to determine
corrective actions to mitigate events that impact performance.

We’re made of something different.
We act with empathy and urgency. We treat our clients, colleagues, and community like
members of the family. We have grit, tenacity, and perseverance, and a proven track record of
meeting and exceeding goals – every person, in every role, for our company and our clients.
Think you have what it takes? Join us!

Duties and Responsibilities may include but not are not limited to:
● Supervises 20 Real time Analysts Globally
● Perform one on one coaching with the RTA's
● Train and Orient new RTA's
● Analyze intra-day staffing reports and recommends changes to staffing in order to meet
service level client expectations and requirements.
● Make objective recommendations on incident management
● Coordinates with Operational leadership to advise potential opportunities that will
affect the achievement of Service Level goals
● Reviews contact center trends, including call volume, call patterns, staff productivity,
attrition rates.

Requirements:
● 1 to 5 year's experience Workforce experience in a BPO
● Inbound performance analytics experience
● At least 2 years workforce supervisory experience
● Highly proficient with Microsoft office applications (excel spreadsheets)
● Detail oriented
● Above average verbal and written communication skills
● Flexible in working different shift schedules especially graveyard