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Workforce Management (WFM) Forecast and Scheduling Supervisor - Remote

Posted 15 hours ago
Project Management
Full Time
TX, USA

Overview

We are seeking a highly skilled and experienced Workforce Management Supervisor to join our dynamic call center team. The ideal candidate will be responsible for developing accurate forecasts, creating efficient schedules, and analyzing workforce data to optimize call center performance.

In Short

  • Lead the end-to-end Workforce Management (WFM) processes.
  • Supervise and coach a team of Workforce Analysts.
  • Ensure schedules meet service level targets.
  • Provide daily supervision and performance feedback.
  • Oversee intraday performance management.
  • Collaborate with operations and HR teams.
  • Analyze historical and real-time data.
  • Prepare and present actionable insights.
  • Utilize workforce management software.
  • Manage a team of real-time adherence coordinators.

Requirements

  • Minimum of 5 years of experience in workforce management.
  • Bachelor’s degree in Business, Statistics, Mathematics, or related field preferred.
  • Expertise in contact center forecasting and scheduling.
  • Strong leadership skills.
  • Proficiency in NICE IEX or other WFM software.
  • Strong analytical and problem-solving skills.
  • Excellent communication and presentation skills.
  • Ability to work independently and in a team.
  • Detail-oriented with a focus on accuracy.
  • Advanced proficiency in Microsoft Excel.

Benefits

  • Flexible remote work options available.
  • Career growth opportunities.
  • Inclusive workplace culture.
  • Comprehensive training and support.
  • Collaborative team environment.
Public Storage logo

Public Storage

Public Storage, established in 1972, is the largest owner and operator of self-storage facilities globally, with thousands of locations across the U.S. and Europe, encompassing over 170 million net rentable square feet of real estate. Recognized as a Great Place to Work, the company has received accolades for Best Career Growth, Work Culture, and Diversity and Inclusion. As a member of the S&P 500 and FT Global 500, Public Storage's common and preferred stocks are traded on the New York Stock Exchange.

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