Workforce Supervisor (Hybrid Setup)

Job Summary
Supervises Workforce Management activities to ensure accurate forecasting, scheduling, real-time monitoring, and staffing alignment with business requirements.

Key Responsibilities

• Oversee daily WFM operations, including forecasting, scheduling, and real-time management.
• Monitor staffing levels, service levels, occupancy, and other WFM performance metrics.
• Identify staffing gaps and recommend actions to optimize workforce utilization.
• Lead and coach WFM analysts to ensure accurate and timely deliverables.
• Prepare and present workforce reports, trends, and insights to stakeholders.
• Partner with Operations and other teams to address staffing and performance concerns.
• Ensure compliance with WFM processes, policies, and client requirements.

Qualifications

• Bachelor’s degree in Business, Management, or related field.
• 3+ years of Workforce Management experience, with supervisory or leadership experience preferred.
• Strong knowledge of forecasting, scheduling, real-time management, and WFM metrics.
• Proficient in WFM tools and Microsoft Excel.
• Strong analytical, communication, and problem-solving skills.
• Willing to work onsite and on shifting schedules.