Forecasting & Scheduling Supervisor

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Supervises the Forecasting & Scheduling team & ensures efficient, effective, consistent, & analytical approaches are followed during the planning & execution stages of the daily/weekly/monthly call center operational plans to achieve optimal client performance & company profitability. Coordinates studies & implements new processes / procedures. Oversees the activities of team members focusing in delivering service & support to Clients. Responds to complex, escalated enquiries; & checks the work of others to ensure projects are conducted effectively & recommendations & reports are accurate & timely. Prioritizes & assigns tasks to ensure that the team's resources are used effectively & that work schedules & targets are met. 

Essential Functions  

• 35% - Oversees efficient working of Forecasting & Scheduling personnel & maintain knowledge on all job functions & administer all business requirements to ensure achievement of all business objectives.  

• Organizes & conducts all staff meetings for project reviews & supervises their team, analyzes all customer requirements & develops solutions for same  

• Implements all strategies & supervises efficient working of all staff & prepare orientation / onboarding programs for all new employees & ensures compliance to all deadlines  

• Oversees efficient working of their team & maintains knowledge on all job functions & administers all business requirements & ensures achievement of all business objectives  

• 20% - Prepares & coordinates contact center operational plans & works with call center partners to develop optimization strategies & loss mitigation. Leads team to evaluate rolling two (2) weeks at a minimum up to rolling four (4) weeks in the future to understand weekly trends and appropriate actions to address risks related to Forecasting and Scheduling + downstream impacts to Real Time management  

• 10% - Ensures business continuity & monitors KPIs for their assigned programs. Provide continuous support & serves as back up for workforce management leadership as required  

• 10% - Leads Forecasting and Scheduling team to ensure they have Planned the Best Plan possible and conducts continuous Post Mortem type process improvements to keep improving. Duties in this role include internal & external (client) communication of current status, changes &/or action plans for restoration. Acts as liaison between all partner groups, facilitating coordination of response  

• Coordinate with various departments to design all management reports, projects & administer everyday activities & ensure compliance to all deadlines  

• 10% - Conducts regular audits to ensure quality of data from the phone switch & data in workforce management systems to prepare call center operational plans around forecasting & scheduling  

• 10% - Collaborates with department personnel & designs innovative solutions for issues  

• Partners with operations, training, quality, recruiting, HR, IT & facilities to coordinate staff movement  
• 5% - May perform other related duties & responsibilities as assigned &/or required 

Job Qualifications 

Skills, Knowledge & Abilities:  

• Ability to read, analyze & interpret data as well as excellent written & verbal communication skills with the ability to effectively communicate & interact with all levels of personnel within the organization, including presenting information & responding to questions from GWFM internal & external customers  

• Ability to identify & properly handle complex issues requiring a high level of expertise in making recommendations & decisions  

• Skill in establishing & maintaining effective working relationships 

• Advanced working knowledge of Microsoft Excel, Word, PowerPoint & other programs as required  

• Advanced working knowledge of mathematical fundamentals: fractions, percentages, ratios & practical situations  

• Advanced analytical & problem-solving skills  

• Able to work independently with efficient time management skills  

• Strong working knowledge of scheduling software packages such as eWFM, IEX, Verint, etc.… is a required  

• Strong working knowledge of switch technologies such as Avaya, Meridian, Aspect, Rockwell, etc….is a required  

• Ability to adapt to changing priorities, meet deadlines & work well under pressure  

• Ability to be able to transfer learned knowledge to others within the team, to OPS, to our Client, to Agents, etc. …  
• Ability to exercise initiative & judgment as well as make decisions within the scope of assigned authority 

Education Or Formal Training: 

High School degree or GED is the minimum 

Associate degree or Bachelor Degree from a certified College or University is strongly recommended 

Experience: 

Thirty (30) months minimum experience is required within a Forecasting & Scheduling role or equivalent WFM role 

This is an entry level Supervisory role yet previous Supervisory experience is a plus 

Material & Equipment Directly Used: 

Requires use of standard office equipment & PC, mouse, & various peripherals