Call Center Supervisor
Education at Work
Workforce Management, Real-Time Analyst
Figure
full-time
Posted on:
Location Type: Hybrid
Location: Reno • Nevada, North Carolina • 🇺🇸 United States
Visit company websiteSalary
💰 $51,920 - $64,900 per year
Job Level
JuniorMid-Level
About the role
- Optimize workforce schedules and ensure efficient resource allocation to meet service-level objectives
- Utilize workforce management tools to monitor real-time adherence to schedules and SLAs
- Identify and address deviations from planned staffing levels and service targets
- Make real-time adjustments to staffing allocations and anticipate/respond to fluctuations in contact volume
- Coordinate with operations and support teams to implement intraday schedule adjustments
- Communicate with team members and stakeholders to ensure seamless execution of intraday changes
- Analyze real-time performance metrics (AHT, occupancy, adherence) to identify trends and improvements
- Generate and distribute real-time and daily performance reports to key stakeholders
- Provide insights and recommendations to drive operational efficiency and improve service delivery
- Act as point of contact for escalations related to staffing issues, system failures, or operational disruptions
- Collaborate with management and support teams to resolve issues promptly and minimize service impact
Requirements
- 2+ years of experience in performing WFM functions (specifically scheduling and RTA) in a contact center environment
- Strong knowledge and experience with workforce management software (NICE)
- Experience with telephony systems (e.g., Automatic Call Distributors, IVR systems)
- Good working knowledge of Excel and ability to organize/analyze data in a structured manner
- Focused, self-motivated, and reliable with ability to work independently
- Ability to build rapport and trust with teams cross-functionally and across all levels
- Positive attitude with excellent interpersonal skills
- Ability to work in a team environment and adapt to changing workload and circumstances
- Knowledge of the financial services regulatory environment
- Ability to maintain and follow Hybrid policy and commutable distance to the office
- Willingness/ability to verify identity and eligibility to work in the United States; company will not sponsor work visas
Benefits
- Comprehensive health, vision, and dental insurance with 100% employer-paid premiums for employees and their dependents on select plans
- Company HSA, FSA, Dependent Care, 401k, and commuter benefits
- Employer-funded life and disability insurance coverage
- 11 Observed Holidays & PTO plan
- Up to 12 weeks paid family leave
- Continuing education reimbursement
- 25% annual bonus target, paid quarterly
- Equity stock options package
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
workforce managementschedulingreal-time adherenceperformance metricsdata analysisExcelstaffing allocationservice-level objectivesoperational efficiencycontact center experience
Soft skills
self-motivatedreliableinterpersonal skillsteam collaborationadaptabilitycommunicationrapport buildingpositive attitudeproblem-solvingindependence
