Workforce Management Supervisor

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We are seeking a motivated and experienced Workforce Management Supervisor to support Customer Operations by ensuring effective workforce planning, real-time management, and operational excellence. The ideal candidate will have strong analytical and leadership capabilities, the ability to adapt quickly to changing business needs, and a proven track record in workforce management within a fast-paced environment.

Key Responsibilities

Workforce Planning & Scheduling

• Develop and manage agent schedules, daily staffing plans, and adherence strategies.
• Plan and execute on-floor staffing activities to ensure optimal coverage.
• Manage breaks and real-time resource availability on the operations floor.
• Run day-to-day operations to maintain key Workforce Management KPIs such as shrinkage, schedule adherence, and productivity.

Real-Time Operations Management

• Perform real-time monitoring independently to ensure SLA compliance.
• Identify staffing gaps or performance issues and take proactive corrective actions.
• Coordinate closely with Operations Managers and Team Leads to address real-time observations.
• Communicate effectively and ensure closed-loop communication with operations.

Reporting & Analysis

• Prepare and distribute daily, weekly, and ad-hoc operational and production reports.
• Update and maintain accurate status information in internal systems and client tools.
• Analyze performance trends and conduct root cause analysis to recommend improvements.

Quality, Process & Stakeholder Management

• Meet and exceed process expectations with high-quality standards and strict SLA adherence.
• Demonstrate a strong sense of ownership to ensure tasks are completed accurately and on time.
• Collaborate cross-functionally to execute tasks within defined timelines while maintaining superior service levels.
• Take proactive actions and assume responsibility beyond assigned work areas when required.
• Strong knowledge of agent scheduling, on-floor staffing, and real-time workforce management.
• Proven experience coordinating with Operations Managers, Leads, and cross-functional teams.
• Excellent problem-solving, analytical, and root cause analysis skills.
• Ability to quickly assimilate process knowledge and adapt to perpetual business changes.
• Professional conduct with strong verbal and written communication skills.
• Working understanding of web technology and cable setup.
• High reliability in attendance, punctuality, and shift flexibility.
• Ability to analyze data, evaluate outcomes, and implement optimal solutions.
• Strong sense of accountability with a proactive and ownership-driven mindset.

Qualifications & Experience

• HS Diploma or equivalent work experience preferred.
• Prior experience as a Workforce Management Supervisor, APM, or RTM lead is highly desirable.
• Experience supporting 16×7 operations preferred.

Compensation/Pay:

Pay rate will be $15.50/hr

Joining Bonus - $200 (Payable in the first check after the 60 th day of employment) – Employee should be active on the date of paycheck.

• Job Identification 81428
• Posting Date 01/08/2026, 08:41 PM
• Degree Level High School Graduate
• Job Schedule Full time
• Locations Fayetteville, North Carolina, United States