R-105780 Workforce Supervisor

Real Time Workforce Management Supervisor The WFM Supervisor ensures that the Real Time Analysts take actions to ensure the company achieves its key performance indicators and its daily, weekly, monthly and quarterly goals.

The RTA Supervisor works with the Workforce Manager and internal business leaders to determine corrective actions to mitigate events that impact performance.

We’re made of something different.

We act with empathy and urgency.

We treat our clients, colleagues, and community like members of the family.

We have grit, tenacity, and perseverance, and a proven track record of meeting and exceeding goals – every person, in every role, for our company and our clients.

Think you have what it takes?

Join us!

Duties and Responsibilities may include but not are not limited to :

• Supervises 20 Real time Analysts Globally
• Perform one on one coaching with the RTA's
• Train and Orient new RTA's
• Analyze intra-day staffing reports and recommends changes to staffing in order to meet service level client expectations and requirements.
• Make objective recommendations on incident management
• Coordinates with Operational leadership to advise potential opportunities that will affect the achievement of Service Level goals
• Reviews contact center trends, including call volume, call patterns, staff productivity, attrition rates.

Requirements :