Workforce Management Supervisor (Remote Opportunity)

Talentify.io; United States; Remote; USD 60,000 - 202,000; Full time

Job summary

A leading company in Contact Center Services is seeking a Workforce Management Supervisor for a remote opportunity. The role involves developing schedules, managing staff, and analyzing data to enhance workforce efficiency. Ideal candidates will have a Bachelor's degree and significant supervisory experience in a contact center environment, as well as proficiency with workforce management tools.

Benefits

Medical, Dental, and Vision benefits provided

401k with Employer Match

Paid Time Off plus Federal Holidays

Corporate Laptop provided

Qualifications

• 4+ years of contact center experience required.
• 1+ year in a Workforce Management supervisory role needed.
• Proven track record in managing agent schedules and monitoring KPIs.

Responsibilities

• Develop and maintain agent schedules aligned with forecasted volume.
• Manage shift bids, time-off requests, and staffing adjustments.
• Supervise and coach Workforce Management analysts.

Skills

Analytical skills

Communication skills

Organizational skills

Education

Bachelor's degree in Business or Operations Management

Tools

Workforce Management tools (NICE, Verint, Genesys, Aspect)

Job description

Workforce Management Supervisor (Remote Opportunity)

Workforce Management Supervisor (Remote Opportunity)

2 days ago Be among the first 25 applicants

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Employer Industry: Contact Center Services

Why Consider This Job Opportunity

• Opportunity for career advancement and growth within the organization
• Medical, Dental, and Vision benefits provided
• 401k with Employer Match
• Paid Time Off (PTO) plus Federal Holidays
• Corporate Laptop provided for work purposes
• Remote work opportunity available
  
  

What To Expect (Job 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 multiple channels (phone, chat, email)
• Analyze historical data to improve forecasts, efficiency, and workforce planning
• Supervise, coach, and develop Workforce Management analysts/coordinators
  
  

What Is Required (Qualifications)

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

How To Stand Out (Preferred Qualifications)

• Experience with the Department of Veterans Affairs or other federal agencies
• Healthcare experience
• Experience with SAFe/Agile methodologies
• Ability to obtain a government clearance
  
  

#ContactCenter #WorkforceManagement #CareerOpportunity #RemoteWork #VeteransAffairs

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We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer.

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Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Administrative

• Industries

  Staffing and Recruiting

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