Job Overview
A workforce management supervisor plays a pivotal role in an organization, overseeing the planning and scheduling of staff to meet operational demands.
This involves forecasting staffing needs, creating employee schedules, monitoring real-time adherence, analyzing performance data, and ensuring compliance with labor laws to optimize productivity and service levels.
Key Responsibilities:
- Forecasting and Staffing: Analyze historical data to predict future call volume and adjust staffing plans accordingly.
Develop strategies based on forecasted demand and business goals, ensuring adequate coverage during peak periods.
- Scheduling and Allocation: Create employee schedules that align with forecasted demand and labor constraints.
Optimize shift patterns to maximize efficiency and minimize costs while managing employee time off requests.
- Performance Monitoring and Coaching: Monitor real-time adherence to schedules and performance metrics.
Identify areas for improvement and provide coaching to employees, conducting regular performance reviews and providing feedback.
- Data Analysis and Reporting: Analyze workforce data to identify trends and opportunities for optimization.
Generate reports on key performance indicators (KPIs) related to workforce management, presenting data insights to inform decision-making.
- Compliance Management: Ensure compliance with labor laws and company policies regarding scheduling and overtime.
Monitor employee time and attendance to prevent violations.