Supervisor, Workforce Management

This is a fully remote position, open to applicants in Missouri.

📋 Description

• Oversee the creation and automation of capacity and scenario planning models.

• Establish daily operational objectives for the workforce management team.

• Manage all functions within the workforce management area for the back office utilization department.

• Foster innovation, planning, and execution of efficiencies within the contact center.

• Distribute staffing according to evaluations of schedules and work volume.

• Develop and maintain workforce monitoring schedules, adjusting staffing as necessary to support business operations.

• Assess work performance and analyze outcomes.

• Update status reporting tools and monitor performance metrics for the contact center.

• Collaborate with senior leadership to sustain the workforce management database and critical metrics.

• Review employee job performance and offer feedback regarding performance, objectives, and career development.

• Deliver training, coaching, and supervision to direct reports.

• Create and present training on new and updated policies, procedures, and business requirements.

• Assist in onboarding, recruitment, and training of staff within the workforce management department.

• Execute other related responsibilities as directed.

• Adhere to all policies and standards.

⛳️ Requirements

• Must possess authorization to work in the U.S. without the need for employment-based visa sponsorship, either now or in the future.

• A bachelor's degree along with 4+ years of relevant experience is required.

• Equivalent experience gained through achievements of relevant knowledge, duties, scope, and skills reflective of this position may be considered.

• Familiarity with policies and procedures within the workforce department is essential.

• Proficient in analyzing schedules, work volume, staffing, performance, and contact center metrics.

• Capable of providing training, coaching, and performance evaluation.

• Ability to support onboarding, hiring, and training of new employees, recent promotions, and transfers.

🏝️ Benefits

• Health insurance.

• 401K plan.

• Stock purchase plan.

• Tuition reimbursement.

• Paid time off.

• Holidays.

• Flexible work arrangements including remote, hybrid, field, or office schedules.

• Additional incentives may be included in total compensation.