Supervisor - Workforce Plan (Remote and Temporary)

Essential Duties and Responsibilities:

- Supervise the workforce management team and workflow to support management in all aspects of the workforce function within the project.

- Create and maintain workforce monitoring schedules for team members to cover all hours of the business operations.

- Oversee and delegate workflow to meet deadlines.

- Maintain scorecard and performance tracking for workforce management team.

- Act as a resource for all team members.

- Provide role modeling, leadership, coaching and mentoring for team members; identify and support development and growth opportunities for team members.

- Maintain and meet all deadlines for reports and various deliverables to operations.

- Communicate with operations supervisors and managers, actively and appropriately respond to requests and seek input from operational areas on the workforce management projects and role.

- Continually seek opportunities to increase efficiency, productivity and enhance performance of the workforce management team.

- Identify and communicate areas of opportunity for improvements within operations and workforce management as it relates to improving metrics and meeting SLAs.

- Monitor and react to fluctuations in call volume as they occur in order to restore service levels as quickly as possible.

- Work with leadership to maintain the Workforce Management database, including forecasting and scheduling data.

- Oversee, develop and maintain production tracking systems for project using reports and other applicable formats.

- Generate forecasting and requirements for multiple skillsets and units of work.

- Prepare individual and unit production reports on a daily, weekly, monthly and quarterly basis.

- Oversee updates and adjust schedules to ensure Workforce Management system is able to provide statistical staffing requirements based upon current staffing availability.

- Oversee updates to agent attendance .

- Oversee compilation of agent adherence statistics.

- Communicate with the vendor of the workforce software management tool to resolve any open items.

- Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks.

- Comply with all company required policies, procedures and processes including but not limited to required training.

- Provides immediate supervision to a unit or group of employees, assigning tasks, checking work at frequent intervals, and maintaining schedules.

- A portion of time is normally spent performing individual tasks related to the unit or sub-unit.

- Monitors daily operations of a unit or sub-unit.

- Requires full knowledge of own area of functional responsibility.

- Evaluate subordinates' job performance and recommend appropriate personnel action.

- Discuss job performance concerns with subordinates to identify causes and issues and works closely with the Human Resources department on resolving problems.

- Identify training needs and development ...