So what does a Workforce Management (WFM) Supervisor really do? Think of yourself as someone who will lead the team responsible for planning, forecasting, scheduling, and real-time resource management of in-center and remote advisors. Imagine yourself going to work with one thing on your mind: you need to establish effective relationships with internal and external partners to ensure that daily service level metrics and business goals are met.
As a WFM Supervisor, you will:
- Communicate company policy information and requirements to staff, and ensure operational decisions comply with the policy;
- Develop and motivate employees through regular coaching and feedback that lead to improved results;
- Lead the Workforce team responsible for short-term and long-term workload forecasting, scheduling, real-time resource management, and proactively working to meet daily metrics;
- Optimize resources, identify and implement process improvements, and leverage automation and technology to ensure delivery of key metrics, staffing budget, training requirements, and performance;
- Synthesize quantifiable data into easy-to-understand actionable recommendations, and execute communication strategy for regular business results to the executive leadership team;
- Increase efficiency and recommend staffing strategies;
- Act as a Workforce Management liaison with internal and external site operations, including home-based associates and metro or state offices, by providing same-day and 7-day planning;
- Serve as a trusted partner and advisor to leadership teams;
- Partner with training and operations to coordinate all required training;
- Act as a key member of the Disaster Recovery and Storm Planning teams by directing the staffing alignment and resources to ensure minimal impact of disasters to customers;
- Manage the TeleOpti workforce management system, related telephony, and process in coordination with Information Technology;
- Troubleshoot TeleOpti issues and recommend system modifications and enhancements; and
- Research and identify potential vendor solutions that will help improve efficiency and reduce costs to provide customer satisfaction.
So, do you have what it takes to become a Workforce Management Supervisor?
- Has a bachelor’s degree in any course
- With at least three years of experience in leading a WFM team—capacity planning, forecasting, scheduling, and real-time monitoring—in a customer service industry
- Proficient with phone system reporting and scheduling tools (e.g., Verint, Nice, IEX, and Cisco) as well as Microsoft Office (e.g., Excel, Word, PowerPoint, and Outlook)
- With strong project management, quantitative, and analytical skills
- A great listener who also has excellent interpersonal and verbal and written communication skills
- A team player who consistently demonstrates respect, inclusion, and an open mind
- Can motivate the team and promote change by influencing and guiding others in a positive manner
- Knowledge on using Verint
We are a collective of highly capable humans, who understand how to deploy technology and data to best serve your purpose. From Digital CX to Content Security, AI Operations, Consulting, and anything in between, we consider ourselves responsible for protecting our partners’ interests and supporting their long term success through innovation and technology -powered by ridiculously smart people.
TaskUs partners with the world’s most innovative and disruptive brands to protect what matters most and to thrive in an ever-changing world.
TaskUs currently has over 23,000 employees around the world with offices across the United States, the Philippines, India, Taiwan, Mexico, Greece, and Ireland.
TaskUs is an equal opportunity employer.