Workforce Management Supervisor

Job Summary

A company is looking for a Workforce Management Supervisor to lead a high-performing team supporting a Department of Veterans Affairs contact center project.

Key Responsibilities

• Develop and maintain agent schedules aligned with forecasted volume
• Monitor call volume, service levels, and adherence across multiple channels
• Supervise, coach, and develop WFM analysts/coordinators

Required Qualifications

• Bachelor's degree in Business, Operations Management, or related field (or equivalent experience)
• 4+ years of contact center experience, with at least 1 year in a WFM supervisory role
• Proficiency with WFM tools such as NICE, Verint, Genesys, or Aspect
• Solid understanding of contact center KPIs and best practices
• Ability to obtain a government clearance