The Field Workforce Management Supervisor is responsible for the daily operational oversight of a workforce management team consisting of 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 and quality goals. The workforce management team is primarily responsible for 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 influences the operations of field workforce management. The field 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 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 coaching, training, performance management, and adherence to company policy
NATURE AND SCOPE
Position reports to the Manager, Field Workforce Management
Accountable for direct supervision of the work activities of others. In addition to personnel issues - including selection, termination, performance appraisal and professional development of subordinates.
ENVIRONMENTAL JOB REQUIREMENTS
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel less than 10% of the time.
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
Years of Relevant Work Experience: 4 years
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Experience with scheduling and workforce management software.
Exceptional knowledge of MS Office products and familiarity with database concepts.
Knowledge, Skills, Abilities and Competencies:
Demonstrated analytical and problem solving skills
Proven communication skills: verbal, written, and interpersonal
Proven leadership skills
Financial Analysis skills
Experience with schedule optimization methods and concepts
Excellent customer service orientation