Workforce Management Supervisor

USA Clinics Group • Northbrook, IL

123d • $26 - $30

About The Position

The Workforce Management Supervisor is responsible for forecasting, scheduling, real-time monitoring, and reporting to ensure that the call center is staffed appropriately to meet service level and productivity goals. This role plays a critical part in balancing business needs with employee experience by optimizing schedules, minimizing wait times, and supporting consistent service delivery.

Requirements

• Bachelor’s degree in Business, Operations, or related field (preferred) OR equivalent experience.
• 2+ years of experience in call center operations, workforce management, or scheduling.
• Strong analytical and problem-solving skills; proficiency in Excel and workforce management systems.
• Excellent communication skills with the ability to collaborate across teams.
• Detail-oriented with strong organizational skills and the ability to manage multiple priorities.

Nice To Haves

• Experience with forecasting models and scheduling methodologies in a call center environment.
• Knowledge of intraday management practices and reporting tools.

Responsibilities

• Develop and maintain accurate forecasts for call volume, staffing needs, and workload across multiple channels (phone, Teams chat, email).
• Build and adjust Contact Center Representatives schedules to align with forecasted demand and ensure service level targets are met.
• Conduct real-time monitoring of Contact Center activity; identify variances from plan and make intraday adjustments as needed.
• Analyze performance data and prepare regular reports and dashboards for leadership on productivity, service levels, and staffing efficiency.
• Partner with team leads and supervisors to communicate scheduling updates, changes, and performance expectations.
• Recommend and implement process improvements to enhance scheduling accuracy and workforce utilization.
• Additional duties as assigned.

Benefits

• Health
• Vision
• Dental
• 401k
• PTO
• Growth Opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 251-500 employees