Qualifications: Bachelor's degree in Business Administration, Operations Management, or a related field (or equivalent work experience) 2-4 years of experience in workforce management within a BPO, call center, or operations-driven environment. Proficiency in WFM tools and software (e.g., Verint, NICE, IEX, or Aspect), along with strong Excel and data analysis skills. Strong communication and leadership skills with the ability to collaborate across departments and manage client-facing workforce planning activities. Job Responsibilities: Supervisor oversees forecasting, scheduling, and real-time monitoring to ensure optimal staffing levels across operations and meet service level agreements. Work closely with operations teams to align workforce plans with business goals, ensuring resource availability during peak and off-peak periods. Plays a key role in client phasing by preparing staffing models and transition plans that support new client onboarding or ramp-down activities. Lead and support a team of WFM analysts, providing training, guidance, and performance feedback to maintain accuracy and consistency in workforce planning. Show more Show less