Workforce Supervisor

We’re seeking a Workforce Supervisor to direct, manage, and supervise a team of Workforce Analysts and Specialists. The ideal candidate will be responsible for the team’s performance and development, and will ensure that team members are focused on the delivery of company goals and client operational expectations.

Evaluate forecasting and capacity models to give recommendations for long term staffing needs

Provide clear communication of the forecasted workload, changes, assumptions and inputs

Escalate discrepancies in data to management with recommendations for action

Work with business leadership to coordinate processes to meet the operational and strategic needs of the business

Advise on potential opportunities or hazards that affect the ability to meet strategic goals

Analyze proposals from WFM analysts’ related to staffing needs

Respond to changes in the plan in a timely and accurate manner to ensure proper staffing levels are maintained

Act as initial point of contact for all assigned projects on all scheduling concerns

Coordinate and collaborate with operations and other departments to ensure the production environment is running smoothly

Exercise sound judgment when identifying staffing requirements and implementing procedural changes, while ensuring compliance with company policies and procedures

Recommend procedural and operational guideline changes to improve communications and operational efficiency

Directly respond to client escalations/queries with regards to Workforce Management

Participate in daily and weekly meetings that requires workforce involvement

Perform other duties as assigned

A post-secondary degree in a related discipline (Computer Science, Marketing, Communications, Business)

Have at least 2 years of Workforce Team Lead experience in both Real Time and Planning

Have at least 2 years of Workforce Planning experience

Experience working with Aspect and Verint software (considered an asset)

Strong analytical, problem-solving, technical, information-management and decision-making skills

Demonstrated strong interpersonal and communication skills

Superior organizational skills and the ability to follow through

Ability to work in a fast-paced, hectic & changing environment

Ability to effectively interact with employees at all levels and people from diverse backgrounds

Ability to think strategically

Ability to plan and monitor for results

IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.

Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to hr@intouchcx.com for review and validation.