Workforce Supervisor

Key Responsibilities:

• Provides analysis of talent and staffing needs based on strategic planning at the enterprise level.
• Decisions are typically are related to schedule, plans and daily operations.
• Performs escalated or more complex work of a similar nature, and supervises a group of typically support and technical associates; coordinates and provides day-to-day oversight to associates.
• Ensures consistency in execution across team.
• Holds team members accountable for following established policies.

Job Qualifications:

• Bachelor’s degree (BA or BSc– Business Administration or Computer Science) from a recognized tertiary institution.
• Minimum of 2 years experience in a similar position (with demonstrated track record).
• In depth knowledge of all phases of Workforce Management, including planning, forecasting, scheduling and real time intra-day functions.
• Strong knowledge of call center principles and performance metrics/reporting.
• Demonstrated proficiency in Microsoft Office applications.
• Knowledge of risk analysis and use of analytical techniques. Knowledge of Avaya, CMS, and IEX systems would be an asset.
• Verint experience is a plus