Supervisor, Workforce Management (Customer Service)

About the role

The WFM Supervisor is responsible for supervising, developing and monitoring the work of assigned staff to ensure goals, objectives, and established KPI's are maintained. Leads training of new and ongoing development for existing WFM personnel. The WFM Supervisor prepares and delivers performance reviews, provides ongoing coaching and feedback, approves time off requests, and monitors daily time and attendance. This position collaborates with management and recommends progressive discipline actions to be taken in accordance with HCTRA policies and procedures. Manages the resolution of escalated workforce needs. Reviews staffing levels and forecasting needs for Customer Service, and effectively communicates the necessary reports to management. Educates stakeholders on products, services, and Workforce Management principles, while influencing the adoption of approaches to managing staffing/capacity.

Responsibilities

• Supervises and monitors the work of employees to ensure department and section targeted goals, objectives, quality of service, and professionalism are met.
• Prepares and delivers performance reviews for assigned staff.
• Ensures detailed constructive feedback is provided immediately on performance, develops action plans and strategies for