Role Summary / Mission

The Workforce Management Supervisor is responsible for overseeing Planning, Scheduling, and Real-Time functions to ensure optimal staffing, schedule efficiency, and intraday performance. The role manages a team of Planners, Schedulers, and RTAs to deliver forecast accuracy, staffing optimization, and real-time service level achievement aligned with contractual and financial KPIs.

Key Responsibilities

1. Team Leadership & Governance

• Lead WFM function across Planning, Scheduling, and Real-Time teams
• Manage day-to-day performance of Planners, Schedulers, and RTAs
• Define WFM operating cadence (forecast, schedule, intraday governance)
• Set KPIs and monitor team performance
• Coach and develop WFM analysts across functions
• Ensure process standardization across accounts/programs
• Stakeholder management with Operations, Clients, and Leadership

2. Forecasting & Capacity Planning Oversight

• Review and approve volume forecasts (short / mid / long term)
• Validate planning assumptions (AHT, shrinkage, productivity, seasonality)
• Oversee staffing requirement calculations
• Approve hiring glidepaths and ramp plans
• Lead scenario planning and 'what-if' modelling
• Own budget inputs and capacity recommendations
• Ensure forecast accuracy and plan adherence

3. Scheduling Oversight

• Oversee schedule creation using approved staffing plans
• Ensure timely schedule release and updates
• Approve leave allocation, VTO, overtime recommendations
• Monitor schedule efficiency and coverage optimization
• Govern shift patterns, break optimization, and shrinkage allocation
• Ensure WFM tool updates for new hires, transfers, and attrition
• Partner with operations on schedule changes and off-phone activities

4. Real-Time Management Oversight

• Supervise intraday performance management
• Monitor service level vs plan and drive recovery actions
• Oversee queue management and load balancing
• Approve intraday reforecast and staffing adjustments
• Govern schedule adherence management
• Manage incident handling (system issues, volume spikes, outages)
• Ensure real-time reporting and escalation discipline

5. Performance & Reporting

• Own WFM reporting framework (Daily / Weekly / Monthly)
• Analyze forecast accuracy, schedule efficiency, and intraday performance
• Present WFM insights to Operations leadership
• Drive continuous improvement initiatives
• Provide RCA for service level misses
• Track productivity, utilization, shrinkage, and bill-to-pay

6. Stakeholder Management

• Partner with Operations leaders on staffing strategy
• Collaborate with Finance/FP&A for budgeting
• Interface with clients on forecast and staffing commitments
• Support hiring plans with Recruitment & HR
• Align training plans with Learning team

Key KPIs

Planning KPIs

• Forecast Accuracy
• Staffing Plan Accuracy
• Capacity vs Demand alignment

Scheduling KPIs

• Schedule Efficiency
• Schedule Release Timeliness
• Coverage vs Requirement
• Shrinkage Optimization

Real-Time KPIs

• Service Level / ASA
• Intraday Plan Adherence
• Schedule Adherence
• Staffing Compliance

Financial KPIs

• Bill to Pay %
• Overtime %
• Utilization

Direct Reports

• Workforce Planners
• Senior Workforce Schedulers
• Senior Real-Time Analysts (RTA)

Stakeholders

Internal

• Operations Managers
• Program Directors
• Training / L&D
• HR / Recruitment
• Finance

External

• Client WFM Teams
• Client Operations

Required Skills & Competencies

• Strong leadership and team management skills
• Ability to work effectively under pressure and in high-stress environments
• Excellent escalation management capability
• Experience managing multi-site WFM operations
• Strong cross-site stakeholder communication
• Ability to manage multiple priorities simultaneously
• Advanced analytical and problem-solving skills
• Financial and workforce planning expertise
• Strong presentation and executive communication skills
• WFM tool expertise (IEX, Verint, Genesys, Calabrio, etc.. )

Experience

• 3–5 years WFM experience
• Experience across Planning, Scheduling, and Real-Time
• Prior team leadership is a must
• Contact center environment required