Workforce Supervisor (59514)

As a member of a centralized workforce management staff, this position will be responsible for support of designated Workforce teams and departments to ensure appropriate staffing levels. Supervises, plans, organizes and monitors the activities of the Workforce Schedulers. Monitors the intraday performance to impact the load balancing requirements and direct the team to make necessary adjustments daily adjustments to meet service level targets. Activities are performed to optimize scheduling while exceeding our standards of member service.

What You Will Do:

• Oversee the Workforce Schedulers team in the utilization of the WFM software package, the updating intraday days schedules within designated business line as real time impacts occur. Responsible for development, implementation, and regular review/updates of the communication and reaction strategies to utilize when staffing issues are identified and adjustments are required. Supervising the activities of the Workforce Schedulers team, ensures that AAA policies are followed, develop and providing training/support.
• Oversee the comparison of call forecasts with actual results, including staff adherence to work schedules, to examine variances. Proactively identify and escalate scheduling gaps within the day.
• Overses the establishment of communication channels regarding events that impact call center workload and other designated business lines. Oversees the communication of necessary adjustments to workforce requirements based on dynamic forecasts and re-forecasting when necessary. Supervises the completion of proactive scheduling of other essential activities such as training, meetings, and overtime.
• Identifies contact volume trends and averages on a weekly, monthly, quarterly, and seasonal basis; reports the workload trends and staffing requirements to management and executive leadership teams. Assists in the evaluation of hiring and training needs and develops key inputs for budgeting and staff planning.
• Work closely and in collaboration with other inter-departmental stakeholders.