Job Description

Position Summary:

The Workforce Supervisor is responsible for overall management & direction and motivation of the workforce Analysts and SMEs. Ensures client/customer goals are met by analyzing work volume variances to forecast and provide direction to adjust scheduling/staffing levels accordingly.Monitors service levels and directs real-time forecasting to meet service levels. Provides advice to management on the most efficient and cost-effective strategies to deliver on service level agreements. Explore and innovate the solutions to make the organization a leader in the domain of customer service. Support, design train and innovate the solutions for WFM team to make their job easy and efficient.

Overall Responsibilities

• Should be able to follow the vision, direction, and culture of the team by managing individuals and team’s performance, expectation, goal, through KPIs and coaching the team to improvise and perf...