Job Description
Are you up to take the lead in optimizing workforce efficiency and elevating operational performance? Join Support Services Group, where innovation meets excellence, as a Workforce Management Supervisor!
What You Will Do:
+ Lead highly motivated and high-performing workforce management teams, leveraging extensive experience in scheduling, forecasting, capacity planning, and real-time workforce management.
+ Foster and establish relationships with operational leaders, specifically managers and team leads.
+ Spearhead real-time strategies, encompassing skilling and shrinkage utilization, and collaborate with operations to influence representative behaviors, particularly in the context of call handling.
+ Provide a daily comprehensive wrap-up to the leadership team, incorporating key indicators such as call drivers, handle time, forecast comparisons, day-of-week analyses, absenteeism trends, and other unique behaviors and drivers.
What You Will Do:
+ Lead highly motivated and high-performing workforce management teams, leveraging extensive experience in scheduling, forecasting, capacity planning, and real-time workforce management.
+ Foster and establish relationships with operational leaders, specifically managers and team leads.
+ Spearhead real-time strategies, encompassing skilling and shrinkage utilization, and collaborate with operations to influence representative behaviors, particularly in the context of call handling.
+ Provide a daily comprehensive wrap-up to the leadership team, incorporating key indicators such as call drivers, handle time, forecast comparisons, day-of-week analyses, absenteeism trends, and other unique behaviors and drivers.
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