WFM Supervisor

Job Summary

The WFM Supervisor is responsible for leading the WFM team (Schedulers, Real-Time Analysts, Reports Analyst and Forecasters) to optimize staffing levels and operational efficiency. You will oversee the end-to-end WFM process—from long-term forecasting to real-time execution—ensuring that client KPIs, such as Service Level (SL) and Abandonment Rate, are consistently met across multiple sites or lines of business.

Key Responsibilities

1. Strategic Planning & Forecasting

• Oversee the creation of accurate volume forecasts (calls, chats, emails) and staffing requirements based on historical data and marketing intelligence.
• Analyze trends to predict future staffing needs and provide recommendations for recruitment or overtime.

2. Scheduling & Capacity Planning

• Manage the production of agent schedules that balance business needs with employee preferences and labor laws.
• Lead lock-down meetings with Oper...