Supervisor, WFM

Job Title:

Job Description

Job Overview:
The Real-Time Management Supervisor is responsible for overseeing the real-time operations of the team, ensuring efficient workforce management, and optimizing resource allocation. This role focuses on managing employee performance, adherence to schedules, and ensuring that client delivery expectations are met. The Supervisor will play a pivotal role in driving operational excellence through active monitoring, coaching, and timely communication with both internal teams and external clients.
Key Responsibilities:
Employee Management:
• Team Supervision: Lead and supervise a team of real-time analysts and other workforce management staff, ensuring they meet performance standards.
• Scheduling & Adherence: Monitor schedule adherence, attendance, and productivity of employees to ensure staffing levels meet operational demands.
• Performance Monitoring: Analyze team performance data in real time and take corrective actions as needed to improve efficiency and service delivery.
• Coaching & Development: Provide coaching and feedback to team members to improve their real-time decision-making and problem-solving abilities.
• Conflict Resolution: Address employee issues, disputes, or performance gaps proactively and in alignment with HR policies.
Client Delivery:
• Real-Time Monitoring: Continuously monitor operational metrics to ensure that service level agreements (SLAs) with clients are met, including response times, throughput, and quality standards.
• Client Communication: Serve as the primary point of contact for real-time escalations, ensuring timely and professional communication with clients to manage expectations.
• Incident Management: Identify and respond to any operational disruptions or system outages, and work with relevant teams to minimize downtime and impact on client delivery.
• Reporting & Insights: Provide real-time and post-mortem reports on operational performance to clients, with clear action plans for improvements if necessary.
Operational Efficiency:
• Process Optimization: Continuously identify areas for process improvement, and work with the team to implement best practices in real-time management.
• Tools & Technology: Utilize workforce management tools and technologies to optimize staffing and resources in real time.
• Collaboration: Work closely with other supervisors, operations teams, and client-facing teams to ensure smooth coordination across functions.
Compliance & Reporting:
• Data Accuracy: Ensure that all workforce data, such as shift schedules, adherence reports, and other key metrics, are accurately tracked and reported.
• Compliance: Ensure that all team activities comply with company policies, client contracts, and relevant regulations.
Qualifications:
• Bachelor’s degree in business, operations management, or a related field.
• 3+ years of experience in workforce management, real-time management, or operations, with at least 1 year in a supervisory role.
• Strong understanding of workforce management systems (e.g., Nice IEX, Avaya).
• Experience in managing client relationships and meeting service delivery expectations.
• Excellent leadership and coaching skills, with a proven ability to manage a team in a high-pressure environment.
• Strong analytical and problem-solving skills.
• Effective communication skills for internal team coordination and external client interaction.
Key Competencies:
• Leadership & Team Management: Ability to inspire, motivate, and develop a high-performing team.
• Client Focus: Strong orientation towards delivering exceptional service and exceeding client expectations.
• Time Management: Ability to prioritize and manage multiple tasks simultaneously in a fast-paced environment.
• Attention to Detail: Ensures accuracy in reporting and real-time monitoring to maintain operational standards.
• Adaptability: Able to quickly respond to changing conditions, with a proactive approach to problem-solving.
Work Schedule:
• Ability to work flexible hours, including weekends and holidays, depending on client and operational needs.

Location:

Language Requirements:

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