Workforce Management Analyst Supervisor

A company is looking for a Workforce Management (WFM) Analyst Supervisor to lead workforce management teams and ensure optimal staffing levels. Key Responsibilities Develop and adjust agent schedules to meet forecasted demand Monitor real-time performance and make staffing adjustments as needed Supervise and coach workforce management team members while fostering continuous improvement Required Qualifications Bachelor's degree in business, operations management, or related field (or equivalent experience) 4+ years of experience in a contact center environment, with at least 1 year in a supervisory role Proficiency with WFM software (e.g., NICE, Verint, Genesys, Aspect) Knowledge of contact center KPIs and best practices Strong business acumen

Jun 20, 2025 - 20:30

A company is looking for a Workforce Management (WFM) Analyst Supervisor to lead workforce management teams and ensure optimal staffing levels. Key Responsibilities Develop and adjust agent schedules to meet forecasted demand Monitor real-time performance and make staffing adjustments as needed Supervise and coach workforce management team members while fostering continuous improvement Required Qualifications Bachelor's degree in business, operations management, or related field (or equivalent experience) 4+ years of experience in a contact center environment, with at least 1 year in a supervisory role Proficiency with WFM software (e.g., NICE, Verint, Genesys, Aspect) Knowledge of contact center KPIs and best practices Strong business acumen