Workforce Supervisor

Location: Remote
Employment Type: Full Time
Reporting to: Workforce Director

About Us

At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe. We're the largest minority-owned CX provider, delivering digital-first, people-centered experiences for some of the world's most respected brands. For over 25 years, we've been helping businesses solve their toughest customer experience challenges—and we do it better than anyone else. As a Top Place to Work, we're serious about creating an environment where people show up as their genuine selves. Which means when you succeed, we all do.

Responsibilities

• Manage the Planning team inside the BPOs and provide guidance to them.
• Work closely with WFM and SD teams to validate capacity plans, review trends and arrival pattern behaviors, understand upcoming launches and impacts in volume, and provide updates about absenteeism, turnover, and headcount management in weekly staffing meetings or other relevant forums.
• Lead and manage the team, serving as the point of contact in MBRs and weekly meetings between the vendor and the client.
• Ensure the team keeps NICE and PIMS systems updated and reports any issues or bugs.
• Support the team on trend analysis and work closely with WFM and SD to understand root causes of volume behavior changes.
• Follow client guidelines regarding multi-skilling and synergies among operations to support incoming volume and SLA targets.
• Help the team build and track action plans discussed in weekly staffing meetings or MBRs, and provide updates on action plan results to main stakeholders.

Requirements

• Bachelor’s degree or above.
• More than 3 years of experience in the BPO industry and WFM department.
• More than 1 year of experience in BPO WFM management with no less than 7 WFM Analysts.
• Knowledge of statistical analysis and forecasting modeling, WFM tools, budgeting, forecasting, and scheduling.
• Advanced English proficiency, strong communication, problem-solving, conflict management, team management, stakeholder management, and adaptability skills.

Benefits

• Competitive base pay with performance-driven incentives.
• Comprehensive benefits including medical, dental, vision, and 401(k).
• Career development through Alorica Academy's open-access courses.
• Real opportunities to grow within a global organization.
• Access to our employee assistance program.
• A collaborative, inclusive culture where innovation happens.

Location Note: We're currently hiring for this position in: Alabama, Arkansas, Florida, Georgia, Idaho, Iowa, Kansas, Louisiana, Mississippi, Missouri, Nebraska, North Carolina, Oklahoma, Tennessee, Texas, Utah, and West Virginia.