Workforce Management Supervisor

About the role

Office Gurus (TOG), a global call center and business process outsourcing provider, is hiring a full-time, on-site Workforce Management Supervisor. The supervisor oversees day-to-day scheduling, forecasting and workforce optimization to keep staffing levels adequate for operational success.

Key responsibilities

• Oversee and guide real-time operations so that SLA, IC, occupancy, adherence, outbound KPIs and service targets are met.
• Lead WFM-related projects and process improvements.
• Analyze contact volume and workload trends daily, weekly, monthly and seasonally.
• Develop and manage forecasting models for calls, emails, chats, outbound dialing and other channels.
• Provide headcount and staffing recommendations for budgets, seasonal campaigns and special projects, and adjust forecasts and staffing as operations change.
• Manage and analyze shrinkage components (PTO, absences, training, quality).
• Support long-term capacity planning and workforce planning, and build historical performance reports (forecast accuracy, SLA, occupancy).
• Contribute to or manage budget planning and financial modeling related to WFM.

Required profile

• At least 3 years of experience in Workforce Management within a call center or BPO environment.
• Previous experience leading, coaching or supporting WFM teams (RTAs and/or WFM analysts) is preferred.
• Advanced spoken and written English.
• Ability to work independently, prioritize tasks and meet tight deadlines.
• Strong leadership, decision-making, people-management and stakeholder management skills, and experience working closely with Operations and senior leadership.

Required skills

• Advanced Excel (formulas, data analysis, reporting)
• WFM software such as NICE, Verint, Aspect or similar
• Forecasting, staffing, scheduling and real-time management
• Call center KPIs (SLA, IC, Occupancy, AHT, Adherence, Forecast Accuracy, Outbound)
• Strong analytical, numerical and statistical skills