POSITION PURPOSE –
The workforce management supervisor is responsible for the daily operational oversight of a workforce management team typically consisting of workforce analysts and workforce administrators.
The workforce management supervisor is responsible for the development and management of these direct reports.
The workforce management supervisor directs the work of the workforce management team to meet set service level goals.
The workforce management team is primarily responsible for forecasting workloads, forecasting resources required to process workloads, scheduling resources, managing real-time adjustments to resources, and generation of reporting and analysis required to manage these processes efficiently.
The workforce management supervisor works with business leadership to coordinate processes to meet the operational and strategic needs of the business, to advise on potential opportunities or hazards that affect the business’ ability to meet strategic goals, and to solicit feedback that influence the operations of workforce management.
The workforce management supervisor is responsible for directing the work of secondary responsibilities that are unique to individual business units.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES –
40% Operational oversight and direction of workforce management forecasting, scheduling, schedule management, real-time management, reporting, and analysis to achieve set service level goals such as adherence to schedule, schedule efficiency, utilization, occupancy, and TSF.
20% Operational oversight and direction of the workforce management team’s secondary responsibilities
20% Working with business leadership to provide operational and strategic insight and to receive feedback for workforce management process development and refinement
20% Development and management of direct reports, including training, performance management, and adherence to company policy
NATURE AND SCOPE – Position reports to the Workforce Manager. Accountable for direct supervision of the work activities of others.
ENVIRONMENTAL JOB REQUIREMENTS – Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.