Great HealthWorks
  • 13-Nov-2020 to Until Filled (EST)
  • Workforce
  • Fort Lauderdale, FL, USA
  • Full Time

Medical & Prescription Drug, Dental, Vision, 401-k, Paid Time Off, Telemedicine, Group Life and ADD&D, Voluntary Life and Dependent Insurance, Short-Term Disability, Long-Term Disability, Accident, Critical Illness, Preferred Legal Plan, Health Savings Account, Holiday Pay, Employee Assistance Program, and Exclusive Discounts and Special Offers


Great HealthWorks is a vertically integrated, direct response marketing company, engaged in the marketing, sales, and distribution of premium natural health-related products and supplements through all forms of media. We are committed to the health and wellness of our consumers and fully dedicated to extraordinary service for our customers. 

Summary

The Workforce Supervisor is responsible for leadership and oversight of workforce management, forecasting and analytical support for the Call Center Operations group. The supervisor will ensure that all key performance metrics are met though accurate forecasting of work volume, staff resources, and productivity. In addition, the Workforce Supervisor will be responsible for driving organizational improvement through direct feedback and analysis.

Key Responsibilities

  • Oversee all aspects of the Workforce Real Time and Forecasting departments, which are 24/7 with direct reports.
  • Report directly to the Workforce Manager.
  • Create and manage WF schedules to ensure coverage.
  • Track coordinator attendance, tardiness, coordinate lunch and break schedules, etc.
  • Identify areas of weakness for individual WF analysts and up train accordingly.
  • Conduct regular reviews for WF analysts.
  • Document issues with WF analysts as necessary, coach and discipline if necessary.
  • Interview potential new WF analysts.
  • QA all reports and allocations.
  • Create and document new processes and procedures for new products and projects as needed.
  • Manage the real time process to ensure real time adjustment to deviations from forecast.
  • Manage the forecast and scheduling process, ensure accuracy thru QA.
  • Monitor and manage all OT schedules within departmental guidelines.
  • Serve as a point of contact for management in regards to issues and reporting.
  • Conduct project analysis and data collection; projects may include but not limited to; WFM software projects related to telecommunications, capacity planning, and staff planning.
  • Analyze call center trends, including call volumes, call patterns, staff productivity, attrition rates, and resource allocation.
  • Schedule planning activities using data and project analysis.
  • Predict long and short term staffing needs to achieve maximum efficiency of productivity.
  • Analyze department work, vacation and absence records for on-going historical trend analysis.
  • Identify and implement actions to improve handle rates, occupancy and efficiency rates.
  • Monitor daily queue activities and call management system, monitor and manage agent skilling.
  • Provide recommendations to management for call center improvements to ensure productivity goals, performance standards and service levels are met.
  • Update management on system and phone issues.
  • Advise management of observed workflow issues and/or trends.
  • Other duties as assigned by management.

Minimum Experience, Education and Qualifications

  • Bachelor's degree not required but strongly preferred
  • 4-6 years' experience in a workforce management and/or forecasting role
  • 2-4 years previous supervisor and/or manager experience
  • Ability to handle fluctuating workloads and conflicting priorities
  • Possess strong analytical, problem solving and quantitative skills, including statistics
  • Experience with WFM applications and working with call routing strategies preferred
  • Knowledge of contact center metrics, agent behavioral trends (shrinkage), and other factors that affect queue and adherence reporting

Knowledge, Skills and Abilities

  • Proficiency in Microsoft Office software (MS Excel, MS Word, MS Power Point)
  • Advanced Excel skills
  • Ability to prioritize
  • Must be flexible in regards to schedule
  • Must demonstrate an excellent level of attention to detail
  • Excellent organizational, oral and written communication skills
  • A minimum typing competency of 15 wpm
  • Ability to work regular, full-time schedule, Monday through Friday with flexibility to work additional hours depending on business demands
  • Accountability and Ownership
  • Business Acumen
  • Communication
  • Strategic Thinking
  • Ethical Conduct
  • Leadership & Navigation
  • Relationship Management
  • Performance Management

EOE, DFWP

Great HealthWorks
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