Workforce Management Supervisor (Remote Opportunity)

Lensa; United States; Remote; USD 60,000 - 202,000; Full time

Job summary

Lensa is seeking a Workforce Management Supervisor to lead a team supporting a Department of Veterans Affairs contact center project. This role involves optimal staffing, real-time performance monitoring, and continuous improvement to meet service level goals across multiple channels. Candidates need to reside within the continental US, with a strong background in contact center operations and management.

Benefits

Medical/Dental/Vision

401k with Employer Match

PTO + Federal Holidays

Corporate Laptop

Training opportunities

Qualifications

• 4+ years of contact center experience, with 1 year in a WFM supervisory role.
• Strong understanding of contact center KPIs and best practices.
• Experience with VA or other federal agencies is a plus.

Responsibilities

• Develop agent schedules based on forecasted volumes.
• Monitor call volumes and service levels across channels.
• Supervise and coach WFM analysts/coordinators.

Skills

Analytical

Communication

Organizational

Education

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

Tools

NICE

Verint

Genesys

Aspect

Job description

Workforce Management Supervisor (Remote Opportunity)

Workforce Management Supervisor (Remote Opportunity)

3 days ago Be among the first 25 applicants

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Lensa partners with DirectEmployers to promote this job for VetsEZ.

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

If you have questions about this posting, please contact [e-mail]

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Business Development and Sales

• Industries

  IT Services and IT Consulting

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