Are you ready to take the lead in optimizing workforce efficiency and elevating operational performance? Join Support Services Group, where innovation meets excellence, as a Workforce Management Supervisor!
What You Will Do: Lead highly motivated and high-performing workforce management teams, leveraging extensive experience in scheduling, forecasting, capacity planning, and real-time workforce management.Foster and establish relationships with operational leaders, specifically managers and team leads.Spearhead real-time strategies, encompassing skilling and shrinkage utilization, and collaborate with operations to influence representative behaviors, particularly in the context of call handling.Provide a daily comprehensive wrap-up to the leadership team, incorporating key indicators such as call drivers, handle time, forecast comparisons, day-of-week analyses, absenteeism trends, and other unique behaviors and drivers.Evaluate the return on investment associated with shrinkage usage and performance.Demonstrate proficiency in IEX, bringing a wealth of experience to enhance operational efficiency.Exhibit proficiency with phone system reporting and scheduling tools, as well as Microsoft Office applications (Excel, Word, PowerPoint, Outlook).Serve as an absolute team player, consistently demonstrating values of respect, inclusion, and an open mind within the organizational culture. About You: Possesses a Bachelor's degree.A minimum of three (3) years of relevant call center workforce management experience.Must demonstrate the flexibility to work any shift on any day, as required by operational needs.Proven ability to adeptly manage multiple priorities and tasks within a dynamic and fast-paced environment.Ability to act decisively and instill a sense of urgency to ensure both internal and external customers are served in a timely and efficient manner. Perks that Await You: Competitive compensation package! #BetterwithSSGOpportunities for professional development and career growth.Join a vibrant and inclusive workplace culture. Ready to Elevate Your Career? Your future starts here!