Supervisor, Workforce Management (Customer Service)

Harris County Toll Road Authority•Houston, TX

3d•Onsite

About The Position

The WFM Supervisor is responsible for supervising, developing, and monitoring the work of assigned staff to ensure goals, objectives, and established KPI's are maintained. This role leads the training of new and ongoing development for existing WFM personnel. The WFM Supervisor prepares and delivers performance reviews, provides ongoing coaching and feedback, approves time off requests, and monitors daily time and attendance. This position collaborates with management and recommends progressive discipline actions to be taken in accordance with HCTRA policies and procedures. Manages the resolution of escalated workforce needs. Reviews staffing levels and forecasting needs for Customer Service, and effectively communicates the necessary reports to management. Educates stakeholders on products, services, and Workforce Management principles, while influencing the adoption of approaches to managing staffing/capacity.

Requirements

High School diploma or G.E.D. equivalent required from an accredited institution.
Minimum three (3) years of experience in call center workforce operations, customer service/relations reporting, or analytical reporting position of similar environment.
Minimum three (3) years of previous relevant leadership or supervisory experience required.
Strong supervisory skills.
Excellent communication (written and verbal), listening, and interpersonal skills.
Ability to maintain confidentiality.
Ability to have a proactive approach and prioritize tasks using effective time management skills.
Ability to research, analyze, and evaluate data and information to formulate conclusions and customizable reports and communicate guidance verbally or in writing.
Ability to collaborate with management staff on projects and procedures.
Ability to comprehend Automated Call Distribution System, key performance metrics and reports.
Ability to work independently as well as in a team environment and be open to change.
Strong knowledge of user end of phone system and Workforce Management system.
Strong analytical and organizational skills.
Strong reporting and spreadsheet application.
Ability to adhere to strict attendance requirements.
Ability to achieve and maintain departmental performance standards.
Ability to make sound decisions quickly in a fluid work environment.
Excellent knowledge of workforce management calculations, technologies, and key performance indicators.
Strong analytical and mathematical skills to collect and interpret data to solve problems.
Working knowledge of personal computers and related software including Microsoft Office.

Responsibilities

Supervises and monitors the work of employees to ensure department and section targeted goals, objectives, quality of service, and professionalism are met.
Prepares and delivers performance reviews for assigned staff.
Ensures detailed constructive feedback is provided immediately on performance, develops action plans and strategies for continuous improvement, and provides ongoing mentoring and support.
Manages escalations to include identifying the issue/error and determines the appropriate resolution in accordance with HCTRA policies and procedures.
Collaborates with management in recommending the appropriate action to be taken in accordance with HCTRA's progressive discipline policy to address ongoing performance and conduct issues.
Engages in operational and Workforce technology testing, validate updates/changes, and troubleshoot system/user issues while also recommending enhancements.
Conduct thorough audits of reports to ensure accuracy and data integrity.
Approves time off requests to ensure adequate staffing.
Monitors and tracks daily time and attendance to include breaks and lunches.
Examines workforce staffing schedules and offers suggestions to optimize performance.
Adjusts the bid ranking process when needed and presents final rankings to management.