Workforce Management Supervisor

Straive; Veracruz; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading workforce management company in Veracruz is seeking a Workforce Supervisor to manage daily operations and supervise scheduling activities. The role requires 2-4 years of experience, strong leadership skills, and proficiency in workforce management software. Key responsibilities include resource allocation, monitoring schedules, and training junior staff. Join us to ensure effective operational execution and compliance with regulations.

Formación

• 2-4 years workforce management or operations experience.
• Strong understanding of scheduling principles and constraints.
• Experience with workforce management software.

Responsabilidades

• Supervise daily workforce scheduling and resource allocation.
• Monitor adherence to schedules and service level targets.
• Train and develop junior workforce management staff.

Conocimientos

Workforce management

Scheduling principles

Contact center operations

Leadership

Problem-solving

Conflict resolution

Herramientas

Workforce Management Systems

Microsoft Office Suite

Time and attendance systems

Descripción del empleo

Overview

The Workforce Supervisor manages day-to-day workforce operations, supervises scheduling activities, and ensures adherence to workforce plans. This role serves as a bridge between strategic workforce planning and operational execution.

Key Roles and Responsibilities

• Supervise daily workforce scheduling and resource allocation
• Monitor adherence to schedules and service level targets
• Coordinate with operations managers on staffing adjustments
• Manage schedule change requests and time-off approvals
• Train and develop junior workforce management staff
• Prepare daily, weekly, and monthly operational reports
• Handle escalations related to scheduling and capacity issues
• Ensure compliance with labor regulations and company policies

Required Knowledge and Skills

• 2-4 years workforce management or operations experience
• Strong understanding of scheduling principles and constraints
• Knowledge of contact center operations and metrics
• Experience with workforce management software
• Leadership and people management capabilities
• Problem-solving and conflict resolution skills
• Understanding of labor laws and scheduling regulations

Technical Expertise and Tools

• Workforce Management Systems (scheduling modules)
• Microsoft Office Suite (Excel, Outlook, PowerPoint)
• Time and attendance systems
• Reporting and dashboard tools
• Communication and collaboration platforms
• Basic database and query knowledge

Personal Characteristics and Competencies

• Strong organizational and time management skills
• Excellent communication and interpersonal abilities
• Leadership potential with coaching mindset
• Calm under pressure with crisis management skills
• Attention to detail and accuracy
• Flexibility and adaptability to changing priorities