WFM Supervisor: Call Center Leadership & Training

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

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