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Supervisor: Workforce Planning - WorkForce Management

Position Summary:

The Workforce Supervisor is responsible for overall management & direction of the workforce team.

Ensures client/customer goals are met by analyzing work volume variances to forecast and provide direction to adjust scheduling/staffing levels accordingly. Monitors service levels and directs real-time forecasting to meet service levels. Provides advice to management on the most efficient and cost effective strategies to deliver on service level agreements


Overall Responsibilities:

  • Manage department within the Global WFM Framework including; WFM processes and procedures, organizational structure and roles/responsibilities of WFM personnel.
  • Manages a team of 5 – 10 Intraday Specialists and Forecasting/Scheduling Specialists.
  • Oversee Real-Time and Intra-Day activities to ensure operational and client goals are met.
  • Conduct analysis and recommends solutions to real time performance issues with the operational business units.
  • Validate forecasting and staff planning and work with Account Managers.
  • Ensure all required WFM data is tracked and trended on a continuous basis.
  • Interface with Account Managers/Director as needed for escalation of service impacting issues.
  • Manages the staff schedules and responsibilities of Workforce Management team.
  • Meets department budget goals by controlling costs for equipment and personnel.
  • Responsible for performance appraisals of all direct reports.
  • Establishes performance objectives for direct reports.
  • Coach and develop a high performance team through organizational leadership.
  • Demonstrate sound judgment and fairness when administering Majorel's policies and procedures.
  • Builds effective working relationships with internal departments.
  • Work with Senior Management team on initiatives to support new business growth and overall operations.


Job Requirements:

  • 3 to 5 years Workforce Management experience including Real-Time Management, Forecasting and Scheduling.
  • College Diploma or Bachelor’s degree in Business, Finance, Management or a related field.
  • Must have strong technical, project management, implementation and process improvement skills.
  • General business acumen, including reporting and analysis, presentation skills, and organizational abilities.
  • Able to travel as needed.


Knowledge, Skills and Abilities:

  • Excellent knowledge of workforce management systems, processes
  • Thorough understanding of Aspect eWFM tools, and Avaya
  • Excellent knowledge of all phases of Workforce planning, Forecasting and Intra-day functions.
  • Extensive use of MS office/ Excel spreadsheets, and workforce management tools
  • Expert knowledge and understanding of workforce planning programs and principles.
  • Ability to clearly explain volumes and staffing trends and implications to management team.
  • Strong analytical abilities to provide strategies based on historical and current data.
  • The ability to work with management teams to ensure clear goals regarding service level agreements.
  • Training and certification with forecasting / scheduling and related software packages.
  • Proven ability to manage people, processes, and technology. 
  • Strategic thinker and tactical implementer.
  • Experience in developing a workforce team in a call center site, while meeting all operational and financial objectives. 
  • Superior written and verbal communication skills.
  • Excellent leadership and developmental skills


Supervisor: Workforce Planning - WorkForce Management

Majorel USA Inc
Waterloo, ON N2V 1K8
Loon: $40,000.00 - $40,000.00

Published on 06/30/2020