Workforce Supervisor

• Supervise schedulers, planners and analysts; manage daily workload, priorities and quality
• Ensure schedules, reports and intraday actions are delivered accurately and on time
• Monitor daily service level and staffing; direct real-time adjustments and escalations
• Approve intraday exceptions and time-off within agreed guidelines
• Coach analysts, run performance reviews and support hiring and onboarding
• Act as escalation point for the WFM team and liaise with Operations team leaders
• Deliverables include accuracy and timeliness, intraday service-level protection, adherence, and team productivity and development

• 3+ years of WFM experience with 1+ year in a lead, senior analyst or supervisory role
• Solid working knowledge of scheduling, intraday and reporting
• Experience in a contact centre or BPO environment
• Experience with WFM platforms such as NICE IEX, Verint, Genesys, Aspect or Calabrio and ACD/telephony systems
• Advanced Excel
• BI/reporting tools are a plus