Remote Workforce Optimization Supervisor — Real-Time Ops

CXCENTRODECONTACTO; Claussville (PA); Remote; USD 18,000 - 34,000; Full time

Benefits offered by this job

Competitive salary

Food vouchers

Career growth

Job summary

One Call is seeking a remote Supervisor - Workforce Optimization to lead a WFM team focused on real-time SLA/ASA metrics, staffing decisions, and performance improvement plans. You will translate data into actionable guidance for Operations Leadership and drive continuous improvement.

The role requires 3+ years in WFM with leadership experience, strong analytical skills, and proficiency with WFO tools. A remote-friendly environment with a Monday–Friday schedule and growth opportunities is

Qualifications

• Associate's degree or equivalent required.
• Minimum 3 years in call center workforce management or related field.
• Minimum 1 year in a leadership/supervisory role.
• 3+ years using WFO applications (e.g., Aspect, eWFM, NICE, Verint).
• Proficient with MS Excel, PowerPoint, Word and related software.

Responsibilities

• Provide insights on operational performance to WFM and Operations Leadership.
• Use data and trends to present impacts with actionable recommendations.
• Plan and control resources to meet performance targets.
• Lead and coach a team of Workforce Management agents.

Skills

Analytical thinking

Leadership

Communication

Detail oriented

Adaptability

Core values alignment

Education

Associate degree

Tools

Aspect

eWFM

NICE

Verint

MS Office

Job description

One Call is seeking a remote Supervisor - Workforce Optimization to lead a WFM team focused on real-time SLA/ASA metrics, staffing decisions, and performance improvement plans. You will translate data into actionable guidance for Operations Leadership and drive continuous improvement.

The role requires 3+ years in WFM with leadership experience, strong analytical skills, and proficiency with WFO tools. A remote-friendly environment with a Monday–Friday schedule and growth opportunities is