About this role
We are looking for an experienced Workforce Management Supervisor with a strong background in BPO / Contact Center operations to oversee workforce planning and optimization activities.
Key Responsibilities
- Lead forecasting, capacity planning, scheduling, and staffing activities.
- Analyze WFM and operational KPIs and provide actionable insights.
- Monitor Service Level, AHT, Shrinkage, Adherence, Occupancy, Attrition, HC/FTE, and Staffing to Required .
- Develop staffing plans, hiring requirements, ramp plans, and gap/surplus analyses.
- Create and analyze reports and dashboards using Advanced Excel and Power BI .
- Partner with Operations, Recruiting, and Training teams to align workforce requirements.
- Lead, coach, and support the WFM team to achieve operational objectives.
Requirements
- Minimum 2 years of experience as a Workforce Management Supervisor in a BPO / Contact Center environment.
- Strong experience in forecasting, capacity planning, scheduling, and staffing .
- Advanced Excel skills, including formulas, Pivot Tables, and Power Query.
- Experience with Power BI and data visualization .
- Strong knowledge of BPO WFM metrics and workforce planning.
- Strong analytical, problem-solving, leadership, and communication skills.