Are you ready to take the lead in optimizing workforce efficiency and elevating operational performance? Join Support Services Group, where innovation meets excellence, as a Workforce Management Supervisor!
What You Will Do:
- Lead highly motivated and high-performing workforce management teams, leveraging extensive experience in scheduling, forecasting, capacity planning, and real-time workforce management.
- Foster and establish relationships with operational leaders, specifically managers and team leads.
- Spearhead real-time strategies, encompassing skilling and shrinkage utilization, and collaborate with operations to influence representative behaviors, particularly in the context of call handling.
- Provide a daily comprehensive wrap-up to the leadership team, incorporating key indicators such as call drivers, handle time, forecast comparisons, day-of-week analyses, absenteeism trends, and other unique behaviors and drivers.
- Evaluate the return on investment associated with shrinkage usage and performance.
- Demonstrate proficiency in IEX, bringing a wealth of experience to enhance operational efficiency.
- Exhibit proficiency with phone system reporting and scheduling tools, as well as Microsoft Office applications (Excel, Word, PowerPoint, Outlook).
- Serve as an absolute team player, consistently demonstrating values of respect, inclusion, and an open mind within the organizational culture.
About You:
- Possesses a Bachelor's degree.
- A minimum of three (3) years of relevant call center workforce management experience.
- Must demonstrate the flexibility to work any shift on any day, as required by operational needs.
- Proven ability to adeptly manage multiple priorities and tasks within a dynamic and fast-paced environment.
- Ability to act decisively and instill a sense of urgency to ensure both internal and external customers are served in a timely and efficient manner.
Perks that Await You:
- Competitive compensation package! #BetterwithSSG
- Opportunities for professional development and career growth.
- Join a vibrant and inclusive workplace culture.
Ready to Elevate Your Career? Your future starts here!