In this role, you will report directly to the team lead. You will be responsible for technical research, architectural design, and some hands-on development of new software including revisions to the existing software in C# and VB.NET.
As a Workforce Manager, you are responsible for overseeing end to end Workforce Management. You will be handling a group of Schedulers and Planners and will work with site leaders to ensure adequate staff, contingency plans and workflow monitoring.
The Workforce Supervisor, you are responsible for all scheduling, call volume monitoring, and adjusting. They are also responsible for determining and communicating work schedules and resources for various call queues.
The WFM Supervisor is responsible for leading a team of Planners and Real Time Analysts. Responsible in providing training, coaching and development of the team. Provides direction and action plan to the team on how to achieve objectives and KPIs and