Workforce Management Supervisor (Remote Opportunity)

VetsEZ; Charleston (SC); Remote; USD 90,000 - 135,000; Full time

Job summary

A leading company in IT services seeks a Workforce Management Supervisor to oversee a team supporting a Department of Veterans Affairs contact center project. The role focuses on staffing optimization, performance monitoring, and continuous improvement. Applicants should have substantial experience in contact center operations and workforce management tools.

Benefits

Medical/Dental/Vision

401k with Employer Match

PTO + Federal Holidays

Corporate Laptop

Training opportunities

Qualifications

• Bachelor's degree or equivalent experience required.
• 4+ years of contact center experience; 1 year in a supervisory WFM role.
• Proficient in WFM tools and understanding of contact center KPIs.

Responsibilities

• Develop and maintain agent schedules aligned with forecasted volume.
• Monitor call volume and service levels across channels.
• Supervise, coach, and develop WFM analysts/coordinators.

Skills

Analytical skills

Communication skills

Organizational skills

Education

Bachelor's degree in Business, Operations Management, or related field

Tools

WFM tools (NICE, Verint, Genesys, Aspect)

Job description

Workforce Management Supervisor (Remote Opportunity)

Join to apply for the Workforce Management Supervisor (Remote Opportunity) role at VetsEZ

Workforce Management Supervisor (Remote Opportunity)

16 hours ago Be among the first 25 applicants

Join to apply for the Workforce Management Supervisor (Remote Opportunity) role at VetsEZ

Get AI-powered advice on this job and more exclusive features.

VetsEZ is seeking a Workforce Management (WFM) Supervisor to lead a high-performing team supporting a Department of Veterans Affairs (VA) contact center project. This role ensures optimal staffing, monitors real-time performance, and drives continuous improvement to meet service level goals across multiple channels.

The candidate must reside within the continental US.

Responsibilities

• Develop and maintain agent schedules aligned with forecasted volume.
• Manage shift bids, time-off requests, and intraday staffing adjustments.
• Monitor call volume, service levels, and adherence across channels (phone, chat, email).
• Analyze historical data to improve forecasts, efficiency, and workforce planning.
• Generate and present reports on occupancy, shrinkage, and schedule adherence.
• Supervise, coach, and develop WFM analysts/coordinators.
• Lead process improvements and system enhancements in collaboration with IT and operations.
• Act as a liaison across WFM, HR, operations, and other departments to ensure alignment on staffing strategies.
  
  

Requirements

• Bachelor's degree in Business, Operations Management, or related field (or equivalent experience).
• 4+ years of contact center experience, with at least 1 year in a WFM supervisory role.
• Proficiency with WFM tools such as NICE, Verint, Genesys, or Aspect.
• Strong analytical, communication, and organizational skills.
• Solid understanding of contact center KPIs and best practices.
  
  

Additional Qualifications

• Experience with VA or other federal agencies
• Healthcare experience preferred.
• Experience with SAFe/Agile.
• Ability to obtain a government clearance.
  
  

Benefits

• Medical/Dental/Vision
• 401k with Employer Match
• PTO + Federal Holidays
• Corporate Laptop
• Training opportunities
• Remote Opportunity
  
  

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.

Sorry, we are unable to offer sponsorship at this time

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Business Development and Sales

• Industries

  IT Services and IT Consulting

Referrals increase your chances of interviewing at VetsEZ by 2x

Sign in to set job alerts for “Management Supervisor” roles.

Charleston, SC $110,000.00-$135,000.00 21 hours ago

Charleston, SC $102,000.00-$135,000.00 1 week ago

Charleston, South Carolina Metropolitan Area 1 week ago

Charleston, SC $135,000.00-$215,000.00 1 week ago

Charleston County, SC $90,000.00-$120,000.00 4 days ago

Charleston, SC $100,000.00-$140,000.00 2 weeks ago

Charleston, South Carolina Metropolitan Area 1 month ago

Charleston County, SC $90,000.00-$120,000.00 4 days ago

Charleston, SC $74,000.00-$90,000.00 1 week ago

Charleston County, SC $90,000.00-$120,000.00 4 days ago

Preconstruction Manager - MSG - Advanced Technology Group

Charleston, SC $68,320.00-$150,920.00 1 week ago

Charleston, South Carolina Metropolitan Area 3 months ago

Construction SSHO / Health and Safety Manager

Ladson, SC $70,000.00-$150,000.00 3 months ago

Senior Performance Marketing Manager, Google

Charleston County, SC $70,000.00-$90,000.00 1 week ago

Senior Design Manager - Architectural and Engineering Projects

Charleston, SC $94,944.00-$161,405.00 1 week ago

Oracle Peoplesoft Technical Lead Senior Manager

Charleston, SC $110,000.00-$160,000.00 1 week ago

Charleston, SC $125,000.00-$165,000.00 2 weeks ago

Charleston, SC $110,000.00-$160,000.00 21 hours ago

Charleston, SC $130,000.00-$170,000.00 1 week ago

National Accounts Manager - Farm & Regional Home Centers

Charleston, SC $101,400.00-$205,400.00 1 week ago

Charleston, SC $70,000.00-$100,000.00 5 days ago

Charleston, SC $115,000.00-$130,000.00 2 hours ago

Ladson, SC $60,000.00-$75,000.00 3 months ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.