Supervisor, Workforce Management (Customer Service)

GainRep; Houston (TX); On-site; USD 60,000 - 85,000; Full time

Job summary

Harris County in Houston, TX seeks a WFM Supervisor to oversee staff performance, develop talent, and ensure KPIs are met. You will lead training, conduct reviews, monitor attendance, and coordinate with management on staffing and escalations, driving data-driven workforce decisions.

The role requires strong analytical ability, excellent communication, and proficiency with Microsoft Office. This full-time position offers a stable office environment and opportunities to influence customer service

Qualifications

• Minimum three (3) years in call center workforce operations or similar.
• Prior supervisory leadership experience required.
• Strong knowledge of workforce management concepts and reports.

Responsibilities

• Prepares and delivers performance reviews for assigned staff. Provides ongoing mentoring and feedback.
• Manages escalations per policies and determines resolutions.
• Collaborates with management on appropriate disciplinary actions.
• Engages in system testing, audits, and improvements of reports and processes.
• Monitors daily time and attendance, including breaks and lunches.
• Assesses staffing schedules and offers optimization recommendations.

Skills

Supervisory skills

Analytical skills

Communication skills

Time management

Education

High School diploma or G.E.D.

Tools

Microsoft Office

Job description

Posting number: 202600625

Department: Call Center

Job classification: WFM Supervisor

Posting type: Open

Categories: Customer Service

SummaryThe WFM Supervisor is responsible for supervising, developing and monitoring the work of assigned staff to ensure goals, objectives, and established KPI's are maintained. Leads training of new and ongoing development for existing WFM personnel. The WFM Supervisor prepares and delivers performance reviews, provides ongoing coaching and feedback, approves time off requests, and monitors daily time and attendance. This position collaborates with management and recommends progressive discipline actions to be taken in accordance with HCTRA policies and procedures. Manages the resolution of escalated workforce needs. Reviews staffing levels and forecasting needs for Customer Service, and effectively communicates the necessary reports to management. Educates stakeholders on products, services, and Workforce Management principles, while influencing the adoption of approaches to managing staffing/capacity.

Duties and Responsibilities

• Prepares and delivers performance reviews for assigned staff. Ensures detailed constructive feedback is provided immediately on performance, develops action plans and strategies for continuous improvement, and provides ongoing mentoring and support.
• Manages escalations to include identifying the issue/error and determines the appropriate resolution in accordance with HCTRA policies and procedures.
• Collaborates with management in recommending the appropriate action to be taken in accordance with HCTRA's progressive discipline policy to address ongoing performance and conduct issues.
• Engages in operational and Workforce technology testing, validate updates/changes, and troubleshoot system/user issues while also recommending enhancements. Additionally, conduct thorough audits of reports to ensure accuracy and data integrity.
• Approves time off requests to ensure adequate staffing. Monitors and tracks daily time and attendance to include breaks and lunches.
• Examines workforce staffing schedules and offers suggestions to optimize performance. Adjusts the bid ranking process when needed and presents final rankings to management.

Other Duties: This Job Description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this position. Management may, at its discretion, assign, or reassign duties and responsibilities to this job at any time.

Examples of duties

Education and Experience: High School diploma or G.E.D. equivalent required from an accredited institution.

• Minimum three (3) years of experience in call center workforce operations, customer service/relations reporting, or analytical reporting position of similar environment.
• Minimum three (3) years of previous relevant leadership or supervisory experience required.

Knowledge, Skills, and Abilities

Strong supervisory skills.

• Excellent communication (written and verbal), listening, and interpersonal skills.
• Ability to maintain confidentiality.
• Ability to have a proactive approach and prioritize tasks using effective time management skills.
• Ability to research, analyze, and evaluate data and information to formulate conclusions and customizable reports and communicate guidance verbally or in writing.
• Ability to collaborate with management staff on projects and procedures.
• Ability to comprehend Automated Call Distribution System, key performance metrics and reports.
• Ability to work independently as well as in a team environment and be open to change.
• Strong knowledge of user end of phone system and Workforce Management system.
• Strong analytical and organizational skills.
• Strong reporting and spreadsheet application.
• Ability to adhere to strict attendance requirements.
• Ability to achieve and maintain departmental performance standards.
• Ability to make sound decisions quickly in a fluid work environment.
• Excellent knowledge of workforce management calculations, technologies, and key performance indicators.
• Strong analytical and mathematical skills to collect and interpret data to solve problems.
• Working knowledge of personal computers and related software including Microsoft Office.

The position mostly requires sitting in an office environment, occasionally some standing, and light lifting, such as three or four reams of paper or books (up to 20 pounds or an equivalent weight) may be required.NOTE: Qualifying education, experience, knowledge, and skills must be documented on your job application. You may attach a resume to the application as supporting but ONLY information stated on the application will be used for consideration. "See Resume" will not be accepted for qualifications.

QualificationsPosition Type and Typical Hours Work

This is a full time position.

• Days of work and hours may vary based on business needs of the department and shift to include days, evenings, nights, and weekends.

Work Environment

Locations are physically comfortable within an office environment.

• This role routinely uses standard office equipment such as computers, phones, photocopiers, etc.
• Travel to and from different worksites may be required which may expose the individual to less than optimal weather conditions.

Reports To Position: Customer Service Operations Manager Supervises Positions: Workforce Analyst, Senior Workforce Analyst Employment may be contingent on passing a drug screen and meeting other standards. Due to a high volume of applications positions may close prior to the advertised closing date or at the discretion of the Hiring Department.

Supplemental information

Harris County is an Equal Opportunity Employer and is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, pregnancy, disability, genetic information, or any other protected class in accordance with applicable federal and state laws. https://hrrm.harriscountytx.gov/Pages/EqualEmploymentOpportunityPlan.aspx If you need special services or accommodations, please call [phone] or email: [e-mail]