Lead Workforce Optimization & Real-Time Scheduling

CXCENTRODECONTACTO; Claussville (PA); On-site; USD 23,000 - 30,000; Full time

Job summary

One Call is expanding its operations in Monterrey and seeking a Supervisor Workforce Optimization to lead the WFM team, optimize staffing, and improve real-time performance. You will monitor SLA, occupancy, and call volumes, adjusting staffing as needed while supporting scheduling and training initiatives.

The ideal candidate has 3+ years in Workforce Management or related settings, strong analytical skills, and advanced English communication abilities.

Qualifications

• Associate’s degree or equivalent combination of education and relevant experience.
• Bachelor’s degree in Business Administration, Operations, Analytics, or a related field is preferred.
• Advanced English communication skills and strong analytical abilities are required.
• Experience in Workforce Management or related contact center environment.

Responsibilities

• Lead, coach, and develop a team of Workforce Management professionals.
• Monitor real-time performance and key contact center metrics such as SLA, ASA, occupancy, abandon rate, adherence, and shrinkage.
• Monitor call volumes and ensure resources are allocated to meet service levels.
• Review daily and monthly performance reports to identify trends and gaps.
• Make real-time staffing and coverage adjustments based on business needs.
• Support scheduling, overtime, shrinkage management, and other staffing optimization activities.
• Analyze workforce data and provide actionable recommendations to WFM and Operations leadership.
• Identify performance gaps and develop action plans to address deviations.
• Ensure agents have appropriate skills and profiles for optimal routing.
• Partner with cross-functional teams to improve efficiency and targets.
• Participate in hiring, onboarding, training, and development for WFM team.

Skills

WFM

Leadership

Analytics

Excel

English

Education

Associate’s degree

Bachelor’s degree

Tools

NICE

Verint

Aspect

eWFM

Genesys

Job description

One Call is expanding its operations in Monterrey and seeking a Supervisor Workforce Optimization to lead the WFM team, optimize staffing, and improve real-time performance. You will monitor SLA, occupancy, and call volumes, adjusting staffing as needed while supporting scheduling and training initiatives.

The ideal candidate has 3+ years in Workforce Management or related settings, strong analytical skills, and advanced English communication abilities.