WFM Supervisor

What You’ll Be Doing End-to-End Scheduling: Build, maintain, and optimize shift rosters across Live Chat, Voice, Back Office, and Sales modalities to align agent availability with forecasted volume. Daily Leave Guidance: Calculate daily shrinkage allowances and provide operations with exact daily caps for annual and emergency/casual leaves that can be approved without breaching SLA targets. Data & Excel Modeling: Leverage advanced Excel models to run scenario planning, track schedule adherence/conformance, analyze absenteeism trends, and build capacity models. Cross-Functional Collaboration: Serve as the primary point of contact for Operations Managers, Team Leads, and HR on all scheduling queries, shift bidding, and staffing visibility. Continuous Improvement: Regularly audit existing scheduling workflows, identify bottlenecks or over-staffed intervals, and present optimization recommendations to leadership

What You’ll Need (Experience) Proven WFM Track Record: At least 3–5 years of hands-on Workforce Management experience, with at least 1–2 years in a supervisor or senior scheduling role. Multi-Channel Expertise: Demonstrated experience scheduling for distinct modalities simultaneously—understanding the different dynamics of real-time queues (Voice, Live Chat) vs. asynchronous queues (Back Office, Sales leads). Capacity & Shrinkage Modeling: Proven experience building data models that calculate exact daily time-off allowances (annual and ad-hoc emergency leave) based on forecasted workload. Stakeholder Management: Experience partnering directly with Operations Managers and Team Leads to advise on schedule changes, explain leave limits, and align on operational policies diplomatically.