Job Description
A Workforce Management (WFM) supervisor plays a vital role in overseeing workforce planning and scheduling within an organization.
- Key Skills and Qualifications:
- Strong analytical skills to interpret data and make informed decisions.
- Excellent communication and interpersonal skills to collaborate with team members.
- Proficiency with workforce management software to streamline processes.
- Understanding of labor laws and compliance requirements to ensure regulatory adherence.
- Problem-solving and decision-making abilities to optimize productivity and service levels.
- Proficiency with telephony routing solutions and Excel/Power BI for data analysis.
Responsibilities:
- Forecasting and Staffing:
- Analyze historical data to predict future call volume and develop staffing plans based on forecasted demand and business goals.
- Adjust staffinglevels based on real-time fluctuations in demand to maintain optimal workforce levels.
- Scheduling and Allocation:
- Create employeeschedules that alignwith forecasted demandand labor constraints to maximize efficiency.
- Optimize shift patterns to minimize costs and ensure adequatecoverage during peak periods.
- Performance Monitoring and Coaching:
- Monitor real-time adherence to schedules and performance metrics to identify areas for improvement.
- Provide coachingto employees to enhance their performance and achieve goals.
- Data Analysisand Reporting:
- Analyze workforce data to identifytrends and opportunities for optimization and generate reportson key performance indicators (KPIs).
- Presents data insights to management to inform decision-making and drive business growth.
- Compliance Management:
- Ensure compliance with labor laws and companypolicies regarding scheduling and overtime to prevent violations.