Workforce Supervisor
Location: Remote
Employment Type: Full Time
Reporting to: Workforce Director
ABOUT US
At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.
We're the largest minority-owned CX provider, delivering digital-first, people-centered experiences for some of the world's most respected brands. For over 25 years, we've been helping businesses solve their toughest customer experience challenges—and we do it better than anyone else.
As a Top Place to Work, we're serious about creating an environment where people show up as their genuine selves. Which means when you succeed, we all do.
HERE’S WHAT THE JOB REALLY LOOKS LIKE
Responsible for managing the Planning team inside the BPOs and give guidance to them. Work closely with (both WFM and SD teams) to validate capacity plan, review trends and arrival pattern behaviors, understand upcoming launches and impacts in volume, provide updates about absenteeism, turnover, HC management, etc. in the weekly staffing meetings and/or other forums where those information’s are relevant.
HOW YOU’LL MAKE AN IMPACT
- Lead and manage the team.
- Be the POC of the team in the MBRs and weekly meetings between the vendor and the client.
- Make sure the team is keeping NICE and PIMS systems updated and report any issues/bugs
WHAT YOU’LL ACTUALLY DO
- Support the team on trend analysis and work very close to (WFM and SD) to understand the root causes of volume behavior change.
- Follow the client guidelines in regard to multi skilling and synergies among the operations to support the incoming volume and SLA targets.
- Help the team build and track the action plans discussed in the weekly staffing meetings or MBRs and provide updates on the action plan results to the main stakeholders
WHAT’LL SET YOU UP FOR SUCCESS
- Bachelor’s degree or above
- More than 3 years of experience in BPO industry and WFM department
- More than 1 year of experience in BPO WFM management experience with no less than 7 WFM Analysts.
- Knowledge on statistical analysis and forecasting modeling, knowledge on WFM tools, budgeting, forecasting and scheduling. Needs to have advanced English, good communications, problem solving skills, conflict management, team management, stakeholder management, adaptability.
WHY ALORICA?
Our culture shows up in how we work together, support each other, and show up for our clients. We're bold enough to challenge how things have always been done, committed to delivering results that matter, and passionate about making customer experiences that actually work.
TIDE is our connection group built around real conversations, shared experiences, and genuine belonging. MLBA (Making Lives Better at Alorica) is our employee-led nonprofit where local teams raise funds and support colleagues and communities when it matters most. We don't just talk about culture—we build it, live it, and keep making lives better every day.
What We Offer:
- Competitive base pay with performance-driven incentives
- Comprehensive benefits including medical, dental, vision, and 401(k)
- Career development through Alorica Academy's open-access courses
- Real opportunities to grow within a global organization
- Access to our employee assistance program
- A collaborative, inclusive culture where innovation happens
Our Values
Bold – We challenge conventions and take smart risks
Relentless – We deliver results, no matter what it takes
Connected – We work as One Alorica because we're stronger together
True – We show up as our authentic selves, every single day
Ready to Join Us?
If you're looking for a place where your expertise matters, your voice is heard, and your work drives real impact, let's talk.
Apply today!
Location Note: We're currently hiring for this position in: “Alabama, Arkansas, Florida, Georgia, Idaho, Iowa, Kansas, Louisiana, Mississippi, Missouri, Nebraska, North Carolina, Oklahoma, Tennessee, Texas, Utah, and West Virginia”.
Equal Opportunity Employer – Veterans/Disabled
DISCLAIMER: The above information has been designed to indicate the general nature and level of work performed by employees in this classification.
#AloricaUSA #AloricaJobs
Skills Required
- Bachelor's degree or above
- More than 3 years of experience in BPO industry and WFM department
- More than 1 year of BPO WFM management experience supervising at least 7 WFM Analysts
- Knowledge of NICE and PIMS systems
- Knowledge of statistical analysis and forecasting modeling
- Experience with budgeting, forecasting and scheduling in WFM
- Advanced English and strong communication skills
- Problem solving, conflict management, team and stakeholder management skills
- Ability to lead the team, act as POC in meetings, and track action plans
Alorica Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Alorica and has not been reviewed or approved by Alorica.
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Healthcare Strength — The careers site lists comprehensive healthcare and mental‑health programs as part of the core package, indicating broad medical coverage is available. Company and benefits pages also describe medical, dental, vision, EAP, and HSA/FSA options.
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Retirement Support — Retirement coverage including a 401(k) is part of the advertised benefits. References to retirement planning appear consistently across benefits descriptions.
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Wellbeing & Lifestyle Benefits — Wellbeing elements include tuition reimbursement, employee discounts, and mental‑health/EAP resources, alongside an employee‑led nonprofit (MLBA) that provides emergency grants and community support. These offerings add non‑salary value beyond core insurance.
Alorica Insights
What We Do
At Alorica, we only do one thing – we make lives better. How? By creating insanely great experiences for customers — online, on the phone, through social media, and in-person. And from acquisition and sales to customer care and support, Alorica provides a host of world class services, including logistics and fulfillment. We’re proud to passionately serve clients as diverse as we are — automotive, financial services, healthcare, retail and tech companies, many in the Fortune 1000. We call the OC home, headquartered in Irvine, CA, with more than 100,000 employees in 100 locations across the globe. Intrigued? Join us. For these chosen few, we offer: - Opportunities for Growth - Sky’s the limit! Over 80% of our promotions are from within. - Great Locations - With global locations and the option to work remote, our offices are virtually everywhere. - Community Partners – Making an impact matters. That’s why we invest in communities. - Referral Bonuses – Because who doesn’t like a little extra dough in your pocket? - Tuition Reimbursement – So you can keep your options open and your future bright. Are you ready to unleash the possibilities
