Workforce Management Supervisor - Remote

Overview

VetsEZ is seeking a Workforce Management (WFM) Supervisor to lead a high-performing team supporting a Department of Veterans Affairs (VA) contact center project. This role ensures optimal staffing, monitors real-time performance, and drives continuous improvement to meet service-level goals across multiple channels.

In Short

• Develop and maintain agent schedules aligned with forecasted volume.
• Manage shift bids, time-off requests, and intraday staffing adjustments.
• Monitor call volume, service levels, and adherence across channels (phone, chat, email).
• Analyze historical data to improve forecasts, efficiency, and workforce planning.
• Generate and present reports on occupancy, shrinkage, and schedule adherence.
• Supervise, coach, and develop WFM analysts/coordinators.
• Lead process improvements and system enhancements in collaboration with IT and operations.
• Act as a liaison across WFM, HR, operations, and other departments to ensure alignment on staffing strategies.

Requirements

• Bachelor’s degree in Business, Operations Management, or related field (or equivalent experience).
• 4+ years of contact center experience, with at least 1 year in a WFM supervisory role.
• Proficiency with WFM tools such as NICE, Verint, Genesys, or Aspect.
• Strong analytical, communication, and organizational skills.
• Solid understanding of contact center KPIs and best practices.

Benefits

• Medical/Dental/Vision
• 401k with Employer Match
• PTO + Federal Holidays
• Corporate Laptop
• Training opportunities
• Remote Opportunity