WFM Supervisor

Monitor real-time staffing, attendance, adherence, and service levels.

Manage intraday activities and take corrective actions to maintain operational KPIs.

Prepare and analyze workforce reports, forecasts, and performance dashboards.

Coordinate with Operations, Recruitment, HR, and other stakeholders to ensure adequate staffing.

Monitor agent schedules, shifts, breaks, and overtime requirements.

Identify staffing gaps and recommend appropriate actions.

Support workforce forecasting and capacity planning based on business requirements.

Analyze historical trends, volume, AHT, shrinkage, and productivity.

Ensure accurate and timely workforce-related reporting.

Lead and coach Workforce/RTA team members and ensure proper task allocation.

Escalate operational risks and provide data-driven recommendations to management.

Bachelor’s degree in Business Administration, HR, or a related field.

3–5 years of experience in Workforce Management , preferably within telecommunications, BPO, or contact-center operations.

Strong knowledge of WFM, RTA, forecasting, scheduling, and capacity planning .

Good understanding of contact-center KPIs such as SL, AHT, ASA, occupancy, shrinkage, and adherence .

Strong analytical and problem-solving skills.

Advanced Excel skills; experience with WFM tools is an advantage.

Strong communication and stakeholder-management skills.

Ability to work under pressure and make quick operational decisions.