Workforce Supervisor
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Key skills for this role
Role Overview
The Workforce Supervisor directs, manages, and supervises Workforce Analysts and Specialists.
The role owns team performance and development and keeps team activity aligned with company goals and client operational expectations.
Key Skills for This Role
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About IntouchCX
IntouchCX provides digital customer experience management, back-office processing, trust and safety solutions, and AI services.
About the Job
The Workforce Supervisor directs, manages, and supervises Workforce Analysts and Specialists.
The role owns team performance and development and keeps team activity aligned with company goals and client operational expectations.
Responsibilities
- Evaluate forecasting and capacity models and recommend long-term staffing needs.
- Communicate forecasted workload, changes, assumptions, and inputs.
- Escalate data discrepancies with recommendations for action.
- Coordinate with leadership, operations, and other departments on operational and strategic needs.
- Analyze staffing proposals and respond accurately to plan changes to maintain proper staffing levels.
- Act as the initial contact for assigned projects on scheduling concerns.
- Identify staffing requirements, implement procedural changes, and recommend operational improvements.
- Respond to client Workforce Management escalations and queries.
- Participate in daily and weekly meetings requiring workforce involvement.
Qualifications
- Post-secondary degree in Computer Science, Marketing, Communications, Business, or another related discipline.
- At least 2 years of Workforce Team Lead experience in both real-time and planning functions.
- At least 2 years of workforce planning experience.
- Experience with Aspect and Verint software is considered an asset.
- Strong analytical, problem-solving, technical, information-management, and decision-making skills.
- Strong interpersonal and communication skills, organizational ability, strategic thinking, and results monitoring.
- Ability to work in a fast-paced, changing environment and interact with employees at all levels.
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