As a Workforce Supervisor you will manage and direct the daily activities of Workforce Leads and Analyst.

A SNAPSHOT OF YOUR ROLE

  • Supervise, plan and manage functions concerned to call center environment

  • Carry out supervision, coaching, training, disciplining and reviewing Workforce leads and analysts

  • Acting as an information source and answering questions relative to call center operations, assigning tasks, following up and giving instructions as needed

  • Ensure that team members acquire the appropriate support and training to apply the best skills and knowledge on the job

  • Carry out performance measurement, monitoring and evaluation of all Workforce leads and analysts to improve the efficiency

  • Compile and maintain lists of on-call and key schedules and personnel, and ensure that the Workforce leads and analysts can use all lists as required

  • Update databases

  • Organize activities related to maintenance and repair of equipment

  • Prepare and direct schedules, monitor attendance of Workforce leads and analysts, schedule breaks and shifts as necessary

  • Communicate solutions, successes and opportunities to the Workforce Manager

  • Practice and ensure compliance with that of all the organization’s policies and procedures

  • Perform other duties as assigned

A BIT ABOUT YOU

  • College graduate, preferably of a technical course

  • At least 5 years of Workforce Management experience in a call center setting is required

  • At least 2 years of Supervisory experience managing a dynamic team

  • Ability to lead, support and train staff

  • Must be a critical thinker who can contribute to challenging assignments in a business-critical environment

  • Strong quantitative and analytical skills with the ability to apply these efficiently

  • Ability to plan well and prioritize work

  • Good decision-making skills

  • Calm under pressure

  • Extensive familiarity with call center software applications including MS Excel

  • Knowledge in use of MS Access, Cisco, CMS, Blue Pumpkin, eWFM and Business Objects a plus

  • Very good verbal and written communication and comprehension skills

  • Ability to maintain confidentiality

  • Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds

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