The WFM Supervisor is responsible for overseeing all operational support aspects of the contact center, including staffing, scheduling, forecasting systems, and policies.
You will ensure that workforce management processes are efficiently implemented and monitor the performance of training programs across the contact center.
The role also includes overseeing contact center quality issues and supporting system implementation.
As a supervisor, you will manage a team of individual contributors and be responsible for operational decisions and day-to-day processes.