Workforce Management Supervisor

Total Credit Services Limited is seeking to recruit a suitably qualified and experienced individual for the position of Workforce Management (WFM) Supervisor. The Escalations Agent will be responsible for supporting and managing escalations while maintaining the relationships between departments and servicing members’ needs. The Workforce Management Supervisor is\nresponsible for overseeing real-time workforce operations to ensure efficient\nscheduling, adherence management, and service level achievement within the\ncontact center. This role primarily focuses on real-time monitoring, intraday\nadjustments, daily reporting, and leading the Real-Time Analyst (RTA) team. The\nWFM Supervisor ensures that workforce strategies align with business goals,\nprovide coaching and feedback to RTAs, and collaborates with Operations to\nmaintain optimal staffing and service levels.

Contract Type: Two (2) Year Fixed Term

 

KEY RESPONSIBILITIES

• Real-Time\n Monitoring & Intraday Management
  
•  Supervise real-time queue monitoring,\n ensuring service levels, agent occupancy, and staffing requirements are\n met.
  
•  Identify and proactively resolve service\n level risks by adjusting schedules, rebalancing workloads, and\n recommending OT/VTO (overtime/voluntary time off).
  
•  Monitor agent adherence, address\n out-of-adherence behavior, and escalate issues as needed.
  
•  Collaborate with IT and Operations to\n resolve system outages, call volume spikes, and technical issues affecting\n workforce efficiency.
  
•  Provide live updates and reports on queue\n performance and staffing status to key stakeholders.
  
•  Leadership & Coaching of RTA Team
  
•  Supervise and mentor RTAs, ensuring they\n understand real-time workforce management principles and best practices.
  
•  Conduct regular coaching sessions to\n improve RTAs’ ability to monitor and manage real-time adherence\n effectively.
  
•  Provide structured feedback on RTA\n performance, identifying strengths and areas for improvement.
  
•  Develop training programs to enhance the\n analytical and decision-making skills of the RTA team.
  
•  Daily Reporting & Performance\n Analysis
  
•  Oversee the preparation, accuracy, and\n distribution of daily, weekly, and monthly reports on real-time\n performance, adherence, shrinkage, and service levels.
  
•  Maintain workforce dashboards, tracking\n real-time adherence, occupancy, and schedule compliance.
  
•  Analyze historical real-time data trends\n to identify opportunities for improving staffing efficiency.
  
•  Ensure that RTAs complete and maintain\n all required reports accurately and on time.
  
•  Communication & Stakeholder\n Collaboration
  
•  Communicate schedule changes, adherence\n concerns, and service level risks to Team Leaders and Operations.
  
•  Provide daily summaries and\n recommendations for leadership on workforce performance.
  
• ​Support\nHR and Operations in managing absenteeism and adherence violations.
  

Requirements

REQUIRED QUALIFICATIONS & EXPERIENCE

• BBachelor’s degree in Business Administration, Operations Management, or a related field.
  
• A minimum of three (3) years’ experience in a similar role
  

SKILLS & ATTRIBUTES

•  Proficiency in WFM tools (Verint, NICE,\n IEX, Aspect, or similar).
  
•  Advanced Excel skills (pivot tables,\n formulas, macros, data analysis).
  
•  Strong problem-solving skills to resolve\n real-time workforce challenges efficiently.
  
•  Familiarity with contact center KPIs\n (AHT, occupancy, adherence, shrinkage, etc.).
  
•  Ability to\n develop and mentor RTA team members.
  
•  Quick decision-making in\n a fast-paced environment.
  
•  Strong verbal and written\n skills for workforce updates and reporting.
  
•  Ability to manage and\n respond to dynamic workforce needs.
  

 

CLOSING DATE FOR APPLICATIONS: March 20, 2025

","showtype":"7","uitype":"5501","label":"Job Description","type":"RichText","colname":"DESCRIPTION","readonly":"false","isQcreate":"true","isSystemMandate":"false","isEncField":"false","isReferred":"0","istabular":"false","fieldid":"612807000000063536","layout":"1","module":"Potentials","showChange":true,"zcqaId":"value_DESCRIPTION"}">

Total Credit Services Limited is seeking to recruit a suitably qualified and experienced individual for the position of Workforce Management (WFM) Supervisor. The Escalations Agent will be responsible for supporting and managing escalations while maintaining the relationships between departments and servicing members’ needs. The Workforce Management Supervisor is responsible for overseeing real-time workforce operations to ensure efficient scheduling, adherence management, and service level achievement within the contact center. This role primarily focuses on real-time monitoring, intraday adjustments, daily reporting, and leading the Real-Time Analyst (RTA) team. The WFM Supervisor ensures that workforce strategies align with business goals, provide coaching and feedback to RTAs, and collaborates with Operations to maintain optimal staffing and service levels.

 

KEY RESPONSIBILITIES

• Real-Time Monitoring & Intraday Management
•  Supervise real-time queue monitoring, ensuring service levels, agent occupancy, and staffing requirements are met.
•  Identify and proactively resolve service level risks by adjusting schedules, rebalancing workloads, and recommending OT/VTO (overtime/voluntary time off).
•  Monitor agent adherence, address out-of-adherence behavior, and escalate issues as needed.
•  Collaborate with IT and Operations to resolve system outages, call volume spikes, and technical issues affecting workforce efficiency.
•  Provide live updates and reports on queue performance and staffing status to key stakeholders.
•  Leadership & Coaching of RTA Team
•  Supervise and mentor RTAs, ensuring they understand real-time workforce management principles and best practices.
•  Conduct regular coaching sessions to improve RTAs’ ability to monitor and manage real-time adherence effectively.
•  Provide structured feedback on RTA performance, identifying strengths and areas for improvement.
•  Develop training programs to enhance the analytical and decision-making skills of the RTA team.
•  Daily Reporting & Performance Analysis
•  Oversee the preparation, accuracy, and distribution of daily, weekly, and monthly reports on real-time performance, adherence, shrinkage, and service levels.
•  Maintain workforce dashboards, tracking real-time adherence, occupancy, and schedule compliance.
•  Analyze historical real-time data trends to identify opportunities for improving staffing efficiency.
•  Ensure that RTAs complete and maintain all required reports accurately and on time.
•  Communication & Stakeholder Collaboration
•  Communicate schedule changes, adherence concerns, and service level risks to Team Leaders and Operations.
•  Provide daily summaries and recommendations for leadership on workforce performance.
• ​Support HR and Operations in managing absenteeism and adherence violations.

Requirements

REQUIRED QUALIFICATIONS & EXPERIENCE

• BBachelor’s degree in Business Administration, Operations Management, or a related field.
  
• A minimum of three (3) years’ experience in a similar role

•  Proficiency in WFM tools (Verint, NICE, IEX, Aspect, or similar).
•  Advanced Excel skills (pivot tables, formulas, macros, data analysis).
•  Strong problem-solving skills to resolve real-time workforce challenges efficiently.
•  Familiarity with contact center KPIs (AHT, occupancy, adherence, shrinkage, etc.).
•  Ability to develop and mentor RTA team members.
•  Quick decision-making in a fast-paced environment.
•  Strong verbal and written skills for workforce updates and reporting.
•  Ability to manage and respond to dynamic workforce needs.