Position Summary
The Call Center Workforce Supervisor, reporting to the Director of Call Center Operations, is responsible for optimizing workforce efficiency and effectiveness while supporting strategic business intelligence initiatives for ResortCom Operations. This role requires strong leadership, advanced workforce management skills, and a data-driven approach to problem-solving. The Call Center Workforce Supervisor will oversee operational processes, monitor and improve staffing strategies, analyze performance metrics, and drive continuous improvements to ensure exceptional service levels. In addition, the role involves providing insightful business intelligence analysis, fostering employee development, and ensuring seamless client onboarding. A critical focus is balancing resource allocation, operational excellence, and the development of actionable insights to enhance overall call center performance
Position Type: Salaried position – This is a full-time position. Not a remote job, this is an in-office job only.
Expected Hours of Work: Must be available to work any day & time of the week. Must be able to work long shifts based on department needs. Schedule is determined by needs of the business.
Reports to: Director of Call Center Operations
Essential Functions
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Workforce Planning & Scheduling
o Forecasting demand: Analyze call volume trends, historical data, and seasonal patterns to predict future call volume and staffing needs.
o Scheduling: Create and maintain effective work schedules that ensure sufficient coverage while minimizing overtime and underutilization.
o Staffing optimization: Ensure the right number of agents are scheduled at the right times to meet service level goals (e.g., average wait time, response time, and abandonment rate).
§ Ensure seamless floor management through constant coordination with key positions like Managers and Supervisors.
o Performance tracking: Monitor real-time call center metrics such as service levels, call volumes, agent adherence, and wait times.
o Adjusting staffing levels: Make immediate adjustments to staffing (e.g., shifting agents between queues or opening additional lines) to respond to real-time fluctuations.
- Data Analysis and Reporting
o Performance analysis: Analyze performance data (e.g., call resolution rates, member satisfaction, and agent productivity) to identify trends, areas for improvement, and opportunities for cost savings.
o Reporting: Generate and present regular reports on key metrics such as call volume, average handling time (AHT), service levels, and employee performance to upper management.
o Business intelligence: Use data insights to drive decision-making and support strategic initiatives.
o Continuously meet or exceed departmental KPIs, focusing on productivity, revenue generation, call volume forecasting, and service level metrics.
o Conduct comprehensive needs assessments, capacity planning, and performance reviews to develop call center operational strategies.
o Contribute to budget preparation and monthly financial forecasting; monitor and control expenditures to meet revenue goals.
- Staff Supervision and Development
o Provide daily supervision, track productivity, and engage in performance management activities that include goal setting, feedback provision, and performance development planning.
- Interdepartmental Coordination
o Direct and communicate with multiple departments to guarantee that calls are managed efficiently and effectively.
o Collaborate with direct reports to foster a culture of engagement and excellence across all departments.
- Standard Operating Procedures (SOPs)
o Lead the initiative to create new SOPs and update existing ones to align with organizational goals.
- All other duties and projects assigned by Management.
Required Education and Experience
- Bilingual (English – Spanish).
- College / University Degree
- Prior 2+ years Supervisor experience required
- Proven 3+ years expert knowledge and experience in workforce management
- The person must be knowledgeable in telephony platforms, call routing, analytic tools.
- Demonstrated ability in multitasking and working under pressure
- Strong written and verbal communication skills
Preferred Education and Experience
- Highly desirable: Experience with Genesys Cloud
- Degree in Business, Analytics, or related field is a plus.
- Experience in managing a culturally diverse team
- Ability to travel to the United State
