WFM Supervisor

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

Role and Responsibilities 

Ensure Call Center Operations support is maintained within service level agreements for all Accounts. 

Develop, maintain and monitor unit standards, processes and procedures to ensure efficient, accurate, and measurable processing. 

Determine long-term headcount & staffing requirements. 

Coordinate with other units/departments/divisions to facilitate special requests, resolve escalated customer inquiries, workflow, and production issues 

Create reports to meet requirement of Operations/ Management / other departments. 

Escalate trends identified at the unit, department, division, or individual level that may impact customer/client experience, performance standards, or performance guarantees at the client level. 

Participate in strategic business planning. 

Leads and supervises the team in meeting the overall HR performance by controlling and complying to company established standards and local laws. 

Supervise, train and evaluate staff to achieve and maintain department standards in support of division and corporate goals.  

Plan, organize, prioritize and monitor workflow in the unit, research and review regulatory and operational compliance information. 

Act as a subject matter expert to internal and external business partners. 

Responsible in managing multiple programs and LOBs 

Responsible in team’s engagement and performance 

Qualifications and Education Requirements 

College degree is preferred  

At least 1 year of experience in Workforce Management in operations: volumes management, and / or forecast, capacity planning, scheduling and real time management 

Strong decision making ability required  

Excellent oral and written communication skills required  

Good understanding of business financials  

Ability to handle multiple projects and meet aggressive timelines  
Must have proficiency with various software applications programs 

Experience in managing functional groups.  

Experience in management of forecasting, capacity planning and various scheduling software applications 

Experience in managing forecasting, capacity planning, scheduling and real time functions in a multi-site/skill environment preferred

Work on Site set up in Panorama

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!