Workforce Supervisor

Main Objectives and Duties

1. Call Center Roster / QFN Database

• Ensures meeting clients’ requirements in terms of distribution and scheduling
• Informs everyone concerned of any changes

2. Client Communication

• Initiates constant calibration of procedures with the client
• Ensures everyone involved is updated with the correct process

3. Call Management System Analyst and Database Analyst Performance Monitoring

• Constantly monitors the performance of all Call Management System Analysts and Workforce Analysts
• Addresses performance concerns, especially on accuracy of reports
• Ensures on‑time delivery

4. Monitoring Operation Flow (Real‑Time Monitoring and Scheduling)

• Ensures smooth flow for entire operations and that correct procedures are being observed
• Minimizes client escalations

5. Real‑Time Solution to Operations Concerns

• Provides real‑time solutions to issues encountered on the operations floor

6. Staffing Analysis

• Reviews and analyzes staffing aspects during operations

7. Trending Activities Evaluation

• Identifies and reports trends in attendance and staffed hours
• Works to uncover underlying issues

Qualifications

• Bachelor’s Degree in Computer Studies, Engineering, Statistics, or Mathematics; or at least 2 years related work experience (preferably in the call center industry)
• Six Sigma certification (desired)

Areas of Expertise (Skills)

• Program Management
• Forecasting
• Analytical & Logical Thinking
• Workforce Management
• Data Management