The Workforce Management Supervisor plays a critical role in ensuring optimal staffing and operational efficiency across the division. This role is responsible for overseeing forecasting, scheduling, real-time monitoring, and reporting functions, while leading a team of WFM Analysts. The Supervisor will collaborate closely with Operations, HR, and other support teams to drive performance and service level achievement. Key Responsibilities Lead and manage a team of WFM Analysts, providing coaching, guidance, and performance feedback. Oversee daily workforce planning activities including forecasting, scheduling, and intraday monitoring. Ensure accurate and timely reporting of key metrics such as service levels, occupancy, shrinkage, and adherence. Partner with Operations leadership to align staffing plans with business needs and performance goals. Identify and implement process improvements to enhance WFM efficiency and accuracy. Support business continuity planning and execution during unexpected events or volume fluctuations. Maintain and optimize WFM tools and systems in collaboration with IT and vendor partners. Prepare and present workforce-related insights and recommendations to senior leadership. Qualifications Bachelor's degree holder preferably in business administration, Statistics, Mathematics, Computer Science, or a related field (or equivalent work experience) Minimum of 2-3 years of experience in Workforce Management (forecasting, capacity planning, scheduling, and real-time monitoring) At least 1 year of experience in a leadership or supervisory role within WFM or operations is a plus Experience in a shared services or BPO environment is a strong advantage Proficiency in WFM tools (e.g., NICE IEX, Verint, Amazon Connect, or similar platforms), Strong Excel skills (formula mastery, data analysis, automation, etc.), advance familiarity in functions, especially combining functions Familiarity in using tools i.e. pivot tables and pivot charts, slicers and interactive elements, conditional formatting, etc. to highlight trends or outlier and summarizing data Familiarity with reporting tools (e.g., Power BI, Tableau) is a plus Understanding of ACD systems and call routing logic Core Competencies Strong analytical and problem-solving skills Excellent communication and interpersonal skills Ability to manage multiple priorities and meet deadlines High attention to detail and accuracy Strong leadership and team management capabilities Behavioral Attributes Proactive and results-oriented Able to work independently and collaboratively Demonstrates integrity and professionalism Adaptable to change and continuous improvement Show more Show less