JOB TITLE:
WFM Supervisor
DEPARTMENT:
Customer Care
STATUS:
Exempt, Full-time
REPORTS TO:
Manager/Director
GENERAL SUMMARY:
The WFM Supervisor in Workforce Management is responsible for providing short, medium- and long-term call volume, average handle time and staff requirement forecasting within the contact center, and the timely production and analysis of management reports to support the operation for all inbound call types. The WFM Supervisor will be managing the WFM team and will ensure strategic goals are met through forecast modeling, collaborative planning and effective communication while aligning the forecast with strategic goals.
RESPONSIBILITIES/TASKS:
- Monthly, weekly, daily and interval forecasting of inbound/outbound contact volumes and staffing requirements based on historical call trends and business growth objectives.
- Oversee and maintain the Workforce Management (WFM) Platform utilized for forecasting and scheduling.
- Oversee, develops and supervises the WFM Team.
- Appropriately forecast and accounts for growth due to seasonal variations and special events. Maintains events calendar (site wide meetings, huddles, outbound call campaigns, marketing email “blasts”, etc) and ensure that impacts to the business are captured, analyzed and recommendations on staffing are delivered in a timely manner.
- Establishes a statistical baseline forecast for all departments. Provides clear communication of the forecasted workload, changes, assumptions, inputs, etc to the Sr. Leadership team.
- Formulate recommendations based upon analysis, data and input from users and departmental management.
- Partner with other teams to understand the key drivers of volume and incorporate into forecasting and planning.
- Leads in the effort of building staffing strategies that support multi-site, multi-skilled contact centers.
- Identifies and researches service level risks for problem resolution and management notification.
- Maintains an accurate events log detailing the reason for variance to forecast for all operational metrics.
- Coordination with vendor workforce management to balance call volumes and staffing needs.
- Data analysis, trending, and preparation of hourly, daily and monthly call center performance reports.
- Identifies and recommends process improvement opportunities to improve productivity, performance and customer satisfaction.
- Develop and Modify staff schedules as required to magnify efficiency.
- All other duties as assigned
EDUCATION (OR EQUIVALENT EXPERIENCE):
High School Diploma required.Associates or bachelor’s degree preferred.
LICENSES OR CERTIFICATIONS:
None
EXPERIENCE:
3 - 5 years of Work Force Management experience2 - 3 years of forecasting experience1+ Years of Supervisor and/or Management Experience Preferred
SKILLS/KNOWLEDGE/ABILITIES REQUIRED:
- Ability and willingness to work‚ as necessary‚ after hours and weekends.
- Demonstrated knowledge and experience in Workforce Management technology required.
- Strong Analytical and Problem-solving skills. Proven experience analyzing, interpreting and summarizing complex data as it relates to call center technologies.
- Ability to prepare and present reports accurately and well within the time frame specified.
- Strong understanding of business requirements and call center operations capabilities.
- Strong planning, time management and organizational skills.
- Ability to communicate effectively, both verbal and in writing.
- Experience presenting reports, forecasts, trends and recommendations to the team and senior management.
WORKING CONDITIONS:
Normal office environment.
