Workforce Supervisor

Role Summary: Oversees workforce operations to ensure optimal staffing, schedule adherence, and service level achievement. Leads a team of analysts in delivering accurate forecasting, real-time monitoring, and reporting to support business performance.

Key Responsibilities:

• Supervise daily Workforce Management (WFM) activities including scheduling, forecasting, and intraday monitoring
• Ensure adherence to service levels, AHT, occupancy, and staffing requirements
• Lead real-time management of queues and staffing adjustments
• Analyze historical and real-time data to improve forecasting accuracy
• Coordinate with Operations, HR, and other stakeholders for staffing needs
• Manage and develop WFM analysts, providing coaching and performance feedback
• Prepare and present workforce reports and insights to leadership
• Support planning for multi-site or multi-LOB operations when applicable
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