Job Description
Workforce Supervisor
The Workforce Supervisor ensures that Real Time Analysts take actions to achieve the company’s key performance indicators and daily, weekly, monthly, and quarterly goals. The RTA Supervisor works with the Workforce Manager and internal business leaders to determine corrective actions and mitigate events that impact performance.
Responsibilities
- Supervises 20 Real Time Analysts globally
- Perform one‑on‑one coaching with the RTAs
- Train and orient new RTAs
- Analyze intra‑day staffing reports and recommend changes to staffing to meet service level client expectations and requirements
- Make objective recommendations on incident management
- Coordinate with operational leadership to advise potential opportunities that will affect the achievement of service level goals
- Review contact center trends, including call volume, call patterns, staff productivity, and attrition rates
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