WFM Supervisor

POSITION PURPOSE/SUMMARY

Provide feedback and direction to the workforce management team, overseeing analysts’ workflow and ensuring responsibilities are up to department standards. Maximize the use of software to produce appropriate schedules to meet service levels and determine forecasting accuracy. Work alongside the Director of Workforce in developing reporting metrics to analyze findings and collaborate with various department heads in making data-driven decisions.

SALARY

• $72,000 - $80,000 Annually

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide day-to-day structure and guidance to the Workforce Management Team, supervising timelines of reoccurring tasks and delegating individual responsibilities to those applicable.
• Maximize use of WFM software to forecast and produce appropriate schedules, manage shrinkage, manage PTO expectations, display schedule adherence, and recommend skill set training requirements.
• Identify patterns that affect activity such as weather-related events, nationally recognized holidays and non-public holidays to properly forecast staffing needs.
• Review service level results with scheduled staff to determine forecasting accuracy.
• Assist Director in developing reporting metrics, dashboards, and analytics to monitor, analyze progress, and effectively deliver assessments.
• Assist Director in collaborating with Operations management and other departments leadership; as an organizational resource and subject matter expert on WFM policies, analytic findings and making data-driven decisions.
• Identify and conduct additional training for new and existing team members ensuring analysts are knowledgeable in a variety of assignments and tasks.
• Escalate system issues observed by the Workforce Management Team to the appropriate channels.
• Maintain various reports integrity, displaying relevant data for each user role and responsibility within various departments.
• Provide training support to all agents actively using our Workforce Management Software.
• Assist in the development and maintenance of user profiles for all applicable operations personnel in the WFM software for skill-based routing, forecasting, and scheduling.
• Responsible for WFM software
  and Payroll Software (KRONOS) automated connection and process.

KNOWLEDGE, SKILLS, & ABILITIES

• Ability to manage sensitive situations with extreme professionalism and confidentiality.
• Excellent adherence to schedule and communication skills.
• Proficiency of Microsoft 365 (Word, Outlook, Teams)
• Advanced knowledge in Excel and Power BI.
• Knowledge in VBA (Visual Basic for Applications) and SQL (Structured Query Language) preferred.

QUALIFICATION STANDARDS

• Bachelor’s Degree in Statistical Analysis, Communications, Business Administration, and/or Operations Management-or a combination of coursework and experience.
• A minimum of 3 years of combined call center and customer service experience in a managerial position.
• 2+ years of workforce management experience.
• Previous experience with Aspect/Alvaria WFM suite of products and services preferred.
• Ability to be licensed in all required areas and obtain Department of Defense security clearance.

WHAT AWAITS YOU AT RAPID RESPONSE

• Annual salary increases, shift differentials, and performance bonuses
• Medical, Dental, Vision, and 401k
• Additional compensation for bilingual in Spanish
• Paid Vacation and Sick Time
• Wellness Program + Wellness DAYS OFF
• Internal advancement opportunities

ABOUT RAPID RESPONSE

Rapid Response Monitoring is a national leader in the monitoring of alarms and security systems. Designated as an Essential Business by the Department of Homeland Security, we are dedicated to protecting life and property. Founded and headquartered in Syracuse since 1992, with offices in California and Nevada. Our growing organization serves as a critical response center focused on protecting life, residences, and businesses. Whether it’s a kitchen fire, an intruder at a business, a family member experiencing a medical emergency, or preventative non-emergency customer service conversations, our heroes are here to serve every day - 24/7, 365 days a year. Supported by teams of experts in their respective fields, our highly trained specialists are the monitoring backbone for thousands of alarm companies across the country. If you are in search of a unique, rewarding career opportunity in an industry like no other, join #TeamRapid!

Additional Information

Rapid Response offers a competitive compensation and benefits package and dynamic and professional work environments. We also offer continued growth through our internal advancement opportunities. For more information, view our website at https://www.rrms.com/careers/. Rapid Response is an Equal Opportunity Employer.