Workforce Management (WFM) Supervisor

About the role

We are looking for an experienced Workforce Management (WFM) Supervisor to lead intraday and workforce planning operations in a fast‑paced contact centre. The role combines real‑time monitoring, scheduling, and data‑driven analysis to optimise staffing and support business objectives.

Key responsibilities

• Supervise daily WFM activities, including real‑time monitoring, scheduling and staffing optimisation.
• Lead a team of real‑time analysts, schedulers and workforce analysts.
• Track service levels, adherence, occupancy and forecast accuracy.
• Analyse trends and recommend improvements for operational efficiency.
• Develop and maintain reports, dashboards and performance metrics using Excel and WFM tools.
• Communicate staffing risks and action plans to leadership.
• Collaborate with Operations, Training and HR on hiring, attrition and staffing strategies.
• Ensure schedules meet business needs while balancing employee experience.
• Coach, manage performance and develop team members.
• Identify and implement process‑improvement opportunities.

Required profile

• Minimum 2 years of WFM experience in a contact‑centre environment.
• Previous supervisory or leadership experience preferred.
• Strong verbal and written communication skills.
• Excellent analytical, organisational and problem‑solving abilities.
• Ability to manage multiple priorities in a fast‑paced setting.

Required skills

• Advanced Microsoft Excel (formulas, pivot tables, charts, reporting).
• Workforce Management systems and reporting tools.
• Forecasting and scheduling expertise.