Job Summary
The Workforce Management (WFM) Supervisor is responsible for overseeing real-time workforce operations to ensure efficient scheduling, adherence management, and service level achievement within the contact center. This role primarily focuses on real-time monitoring, intraday adjustments, daily reporting, and leading the Real-Time Analyst (RTA) team. The WFM Supervisor ensures that workforce strategies align with business goals, provide coaching and feedback to RTAs, and collaborates with Operations to maintain optimal staffing and service levels.
Responsibilities
Key Responsibilities:
1. Real-Time Monitoring & Intraday Management
• Supervise real-time queue monitoring, ensuring service levels, agent occupancy, and staffing requirements are met.
• Identify and proactively resolve service level risks by adjusting schedules, rebalancing workloads, and recommending OT/VTO (overtime/voluntary time off).
• Monitor agent adherence, address out-of-adherence behavior, and escalate issues as needed.
• Collaborate with IT and Operations to resolve system outages, call volume spikes, and technical issues affecting workforce efficiency.
• Provide live updates and reports on queue performance and staffing status to key stakeholders.
2. Leadership & Coaching of RTA Team
• Supervise and mentor RTAs, ensuring they understand real-time workforce management principles and best practices.
• Conduct regular coaching sessions to improve RTAs' ability to monitor and manage real-time adherence effectively.
• Provide structured feedback on RTA performance, identifying strengths and areas for improvement.
• Develop training programs to enhance the analytical and decision-making skills of the RTA team.
3. Daily Reporting & Performance Analysis
• Oversee the preparation, accuracy, and distribution of daily, weekly, and monthly reports on real-time performance, adherence, shrinkage, and service levels.
• Maintain workforce dashboards, tracking real-time adherence, occupancy, and schedule compliance.
• Analyze historical real-time data trends to identify opportunities for improving staffing efficiency.
• Ensure that RTAs complete and maintain all required reports accurately and on time.
4. Communication & Stakeholder Collaboration
• Communicate schedule changes, adherence concerns, and service level risks to Team Leaders and Operations.
• Provide daily summaries and recommendations for leadership on workforce performance.
• Support HR and Operations in managing absenteeism and adherence violations.
Key Performance Indicators (KPIs):
• Service Level Achievement: Maintain service level goals through effective intraday workforce adjustments.
• Real-Time Adherence: Ensure RTAs and agents adhere to their assigned schedules.
• Shrinkage Control: Monitor and reduce non-productive agent time.
• Reporting Accuracy: Maintain timely and precise reporting of real-time performance.
• Coaching & Feedback Effectiveness: Improve RTA performance through structured coaching and mentorship.
Qualifications
Technical & Analytical Skills:
• Proficiency in WFM tools (Verint, NICE, IEX, Aspect, or similar).
• Advanced Excel skills (pivot tables, formulas, macros, data analysis).
• Strong problem-solving skills to resolve real-time workforce challenges efficiently.
• Familiarity with contact center KPIs (AHT, occupancy, adherence, shrinkage, etc.).
Soft Skills:
• Leadership & Coaching: Ability to develop and mentor RTA team members.
• Problem-Solving: Quick decision-making in a fast-paced environment.
• Communication: Strong verbal and written skills for workforce updates and reporting.
• Adaptability: Ability to manage and respond to dynamic workforce needs.
What the Team is Saying
What We Do
We Make a Difference Because We Are the Difference!
At Optimum, we’re not just connecting people – we’re transforming how they experience the world. With a footprint spanning 21 states and serving approximately 4.5 million residential and business customers, we're building the future of connectivity through innovative services like Optimum Fiber Internet, Optimum TV, and Optimum Mobile. This connectivity wouldn’t be possible without our tremendous workforce of driven employees who are dedicated to ensuring the best possible experience for all of our customers and co-workers
We’re a team of bold thinkers, curious leaders, and collaborative problem-solvers, united by a culture that values inclusion, innovation, and impact. At Optimum, every voice matters, every idea counts, and every team member has the opportunity to grow, lead, and make a difference. From developing next-gen technology to bridging the digital divide to supporting education and emergency response efforts, we lead with purpose and heart. Our Be The Difference initiative drives us to make a positive impact, ensuring that our efforts resonate far and wide.
From our products and services to our community impact, we are creating connections, driving innovation and POWERING this world forward. You can be a part of an exciting and transformational workplace at Optimum. Join us to Be the Difference!
Why Work With Us
Our mission is simple: deliver the best customer and employee experience while transforming how we work and grow. We’re on a journey to become the connectivity provider of choice – investing in our network, reimagining our products, and building a culture where people thrive. With nearly 4.5 million customers across 21 states, we’re transforming fr
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Employees engage in a combination of remote and on-site work.
