Call Center Workforce Management Supervisor

Job description

Call Center Workforce Management Supervisor This position is responsible for the accurate forecasting of call volumes for all lines of business, in multiple Call Center Operations. The position prepares seasonal traffic forecasts, recommends optimal schedules, oversees the shift bid process and coordinates the activities of the Scheduling Supervisors housed in each operation. This position works closely with Operations Analysts to analyze traffic and trends to recommend solutions to increase productivity and achieve service levels. In addition, the position determines drivers of forecast variance to actual volume, analyzes staff utilization and recommends staffing mix. Job Duties: - Manage day-to-day activities of Scheduling Supervisors, ensuring large group and team meetings, coaching, training and other non-production time are staggered within and among operations. Ensure processes are executed consistently among operations and audits compliance with recommended practices. Coach and counsel Scheduling Supervisors, as well as performs annual performance appraisals. - Support Call Center operations by developing seasonal forecasts by line of business for all Call Center operations....