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WORKFORCE MANAGEMENT- SUPERVISOR
Fusion BPO
- Kingston and St. Andrew / St. Catherine
- Not disclosed
- Permanent full-time
- Updated 03/02/2026
- HR
The Manager of Workforce Management is responsible for leading, developing, and optimizing workforce management operations within the contact center (New Accounts & Servicing teams).
WORKFORCE MANAGEMENT SUPERVISOR
COMPETITIVE RATES
AT LEAST 5 YEARS EXPERIENCE REQUIRED
RESPONSIBILITIES
What You'll Own
- Forecast demand, optimize schedules, and model capacity across voice, chat, email, and SMS. Ensure we're staffed to hit service levels without burning
budget on unnecessary overtime.
- Design IVR flows, optimize call routing, manage our dialer, implement call branding, and evaluate platform alternatives. Be the technical brain behind every inbound and outbound interaction.
- Own chat, email, and SMS as strategic channels. Monitor performance, identify bottlenecks, design routing logic, and drive improvements that make digital
interactions as effective as voice.
- Design, implement, and manage workforce management strategies within the contact center that ensure proper staffing levels to meet service demand.
- Conduct long-term forecasting and capacity planning to align workforce needs with operational growth and seasonal fluctuations.
- Leverage data analytics and historical trends to forecast call volumes and staffing requirements.
- Monitor real-time data and recommend schedule adjustments as needed to optimize resource utilization.
- Identify and implement process improvements that enhance productivity, decrease wait times, and improve overall customer and employee experience.
- Standardized workforce management policies and procedures.
- Research, implement, and manage workforce management systems, scheduling software, and automation tools to support contact center efficiency.
- Evaluate emerging technologies to drive continuous improvement and innovation in workforce operations.
- Analyze and monitor key performance indicators (KPIs) related to staffing, call handling, service levels, and workforce productivity.
- Provide actionable insights and recommendations based on performance data to drive operational success.
ABOUT YOU
- 3+ years of workforce management experience in omni-channel contact centers with proficiency in Genesys WFM tools and real-time management expertise making live staffing decisions
- Experience in capacity planning for internal and external resources (internal teams and 3rd party agencies)
- Advanced data analytics skills in SQL including forecasting models, pivot tables, and macros in Excel
- Hands-on Genesys Cloud CX 3 administration experience building IVR flows, configuring routing rules, managing user access, dialer management and optimizing platform performance
- Familiarity with AI-operated chatbots
- Deep understanding of call flow logic, DTMF menus, speech recognition, and self-service containment strategies that deflect calls without frustrating
customers
- Can build flow charts, write SOPs, and translate complex routing logic into clear explanations that non-technical stakeholders
- See patterns in metrics and translate them into actionable improvements that move needles on efficiency, cost, and experience
- Can compare vendors, technologies, and process changes with compelling analysis that balances customer experience, operational efficiency, and budget reality
- Self-motivated and sense of ownership. When you spot problems, you fix them (or escalate with solutions already drafted)
- Lending, banking, or collections experience with deep understanding of compliance constraints (TCPA, FDCPA, FCRA)
Ref: WORKFORCE MANAGEMENT- SUPERVISOR
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