Workforce Management Supervisor

Join to apply for the Workforce Management Supervisor role at 2-1-1 Broward
.

This range is provided by 2-1-1 Broward. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$47,999.00/yr - $48,000.00/yr

• Must be a Florida resident living within the state
• Have at minimum an associate's degree from an accredited university
• Have four (4) years of combined education and relevant work experience
• Ability to pass a level two (2) DCF background screening and a drug test

211 Broward is a free, anonymous, 24-hour helpline offering listening support, information, referral, and crisis services. We provide every caller with a place to turn when they need answers to life’s challenges — big or small — by connecting them with nearly 2,600 programs and services available in their area. We are a fast-paced crisis, information, and referral virtual call center that fills a critical need in the communities we serve.

We are seeking a highly organized, tech‑savvy, and solutions‑focused professional to join our Helpline Leadership Team as our Workforce Supervisor. This role is ideal for someone who enjoys working behind the scenes to ensure a high‑performing call center, supports smooth daily operations, and loves using technology to solve problems, improve systems, and enhance efficiency.

This position plays a central role in how our 24/7 Helpline functions, from scheduling and real‑time staffing support to maintaining telephony, chat, and database systems that help counselors serve our community. The ideal candidate thrives in a fast‑paced environment, enjoys troubleshooting, and values accuracy, communication, and teamwork.

• Is highly comfortable with technology and enjoys learning new systems, platforms, and tools
• Is detail‑oriented and able to manage complex schedules, data, and staffing needs
• Demonstrates strong problem‑solving skills, especially when systems or processes need quick adjustment
• Can remain calm and solutions‑focused when priorities shift throughout the day
• Communicates clearly and respectfully with staff across all levels
• Enjoys working autonomously while also collaborating with leadership and technical teams
• Is motivated to improve processes, support innovation, and help strengthen call center operations
• Shows reliability, accountability, and consistency in completing tasks on time

If this describes you — and you’re excited about supporting the systems, schedules, and technology that keep our Helpline running smoothly — we encourage you to apply!

• Be a Florida resident residing within the state
• Demonstrate experience in call center operations, with a resume detailing what tasks you handled within a call center environment
• Show expertise in Workforce Management (WFM) practices, including scheduling, adherence, forecasting, and operational support
• Have a secure, quiet, and confidential workspace with reliable internet
• Be free from caregiver responsibilities during work hours
• Be able to pass a level two (2) DCF background check and drug test before employment
• Meet or exceed our education requirement:
  • A bachelor's degree (or higher) coupled with one (1)+ years of experience in a call center (additional experience in social services or crisis intervention preferred)
  • An associate's degree plus two (2)+ years of relevant Workforce Management experience
• Have a minimum typing speed of 30 WPM
• Be comfortable with a phone and virtual chat‑based work environment

• Annual salary of $48,000
• 100% paid individual benefits package that includes medical, vision, and dental insurance after 60 days of employment
• 100% free mental health telehealth sessions after 60 days of employment
• 403(b) retirement plan with potential for variable annual employer contribution
• Paid Time Off (PTO) available after three (3) full‑time working months (accrues at a rate of 8.00 hours per pay period, up to 16 days per year)
• Sick Leave available with the first pay period (accrues at a rate of 1.85 hours per pay period, up to 6 days per year)
• Nine (9) paid holidays throughout the year
• Flexible scheduling (within daytime hours)
• Work supplies such as a company laptop, mouse, headset, paper, and pens

We welcome and encourage diversity in our workplace.

We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation, and delivers better business results.

Build a challenging and rewarding career with us! We look forward to your application.