Workforce Management Supervisor

eClerx•Fayetteville, NC

About The Position

We are seeking a motivated and experienced Workforce Management Supervisor to support Customer Operations by ensuring effective workforce planning, real-time management, and operational excellence. The ideal candidate will have strong analytical and leadership capabilities, the ability to adapt quickly to changing business needs, and a proven track record in workforce management within a fast-paced environment.

Requirements

Strong knowledge of agent scheduling, on-floor staffing, and real-time workforce management.
Proven experience coordinating with Operations Managers, Leads, and cross-functional teams.
Excellent problem-solving, analytical, and root cause analysis skills.
Ability to quickly assimilate process knowledge and adapt to perpetual business changes.
Professional conduct with strong verbal and written communication skills.
Working understanding of web technology and cable setup.
High reliability in attendance, punctuality, and shift flexibility.
Ability to analyze data, evaluate outcomes, and implement optimal solutions.
Strong sense of accountability with a proactive and ownership-driven mindset.

Nice To Haves

Prior experience as a Workforce Management Supervisor, APM, or RTM lead is highly desirable.
Experience supporting 16×7 operations preferred.

Responsibilities

Workforce Planning & Scheduling Develop and manage agent schedules, daily staffing plans, and adherence strategies.
Plan and execute on-floor staffing activities to ensure optimal coverage.
Manage breaks and real-time resource availability on the operations floor.
Run day-to-day operations to maintain key Workforce Management KPIs such as shrinkage, schedule adherence, and productivity.
Real-Time Operations Management Perform real-time monitoring independently to ensure SLA compliance.
Identify staffing gaps or performance issues and take proactive corrective actions.
Coordinate closely with Operations Managers and Team Leads to address real-time observations.
Communicate effectively and ensure closed-loop communication with operations.
Reporting & Analysis Prepare and distribute daily, weekly, and ad-hoc operational and production reports.
Update and maintain accurate status information in internal systems and client tools.
Analyze performance trends and conduct root cause analysis to recommend improvements.
Quality, Process & Stakeholder Management Meet and exceed process expectations with high-quality standards and strict SLA adherence.
Demonstrate a strong sense of ownership to ensure tasks are completed accurately and on time.
Collaborate cross-functionally to execute tasks within defined timelines while maintaining superior service levels.
Take proactive actions and assume responsibility beyond assigned work areas when required.