Clark | Workforce Supervisor - WFM

Overview

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Position Summary: The Workforce Supervisor is responsible for overall management, direction, and motivation of the workforce Analysts and SMEs. Ensures client/customer goals are met by analyzing work volume variances to forecast and provide direction to adjust scheduling/staffing levels accordingly. Monitors service levels and directs real-time forecasting to meet service levels. Provides advice to management on efficient and cost-effective strategies to deliver on service level agreements. Explore and innovate solutions to make the organization a leader in customer service. Support, design, train, and innovate the solutions for the WFM team to make their job easy and efficient.

Overall Responsibilities

• Follow the vision, direction, and culture of the team by managing individuals and team performance, expectations, and goals through KPIs and c...