Workforce Management Supervisor

About the role

This role requires onsite presence at our Irving facility.

Responsibilities

• Oversees workforce scheduling, roster management, and maintenance of workforce management databases to ensure staffing levels align with client requirements and operational demands.
• Monitors staffing distribution and schedule adherence, making adjustments as needed to support service level objectives.
• Communicates schedule changes and workforce updates to all relevant stakeholders in a timely manner.
• Serves as a key point of contact for workforce-related client communications.
• Partners with clients to calibrate processes, staffing strategies, and performance expectations.
• Ensures operational teams remain informed of client requirements, process updates, and workforce-related changes.
• Supervises Workforce Analysts and Call Management System Analysts, ensuring accuracy, consistency, and timely delivery of workforce reports and analyses.
• Monitors team performance, provides coaching and feedback, and addresses performance concerns as needed.
• Maintains quality standards for workforce reporting and data integrity.
• Monitors real-time operational performance to ensure efficient workflow, staffing optimization, and adherence to established procedures.
• Identifies and addresses operational risks, staffing gaps, and service level challenges to minimize client escalations.
• Partners with Operations leadership to implement real-time solutions that support business continuity and customer experience objectives.
• Conducts staffing analyses to evaluate workforce requirements, resource utilization, and operational efficiency.
• Provides recommendations to support staffing decisions, scheduling strategies, and workforce planning initiatives.
• Analyzes attendance, staffing, schedule adherence, and workforce performance trends.
• Identifies emerging patterns, risks, and opportunities for improvement and provides actionable recommendations to leadership.
• Supports continuous improvement initiatives through data-driven insights and workforce planning expertise.
• Leads and develops workforce team members through coaching, performance management, and professional development.
• Collaborates with Operations, Training, Quality, Person Office, and Client stakeholders to achieve business objectives and maintain workforce effectiveness.

Skills

• Program Management
• Forecasting
• Analytical & Logical Thinking
• Workforce Management
• Data Management