Workforce - Planning Supervisor

About the Job

We are looking for a Planning Supervisor who will direct, manage and supervise a team of Workforce Analysts and Specialists. The ideal candidate will be responsible for the team’s performance and development, and will ensure that team members are focused on delivery of company goals and client operational excellence.

As Planning Supervisor, You Will…

Identify customer contact trends to ensure appropriate resources are utilized

Recommend procedural and operational guideline changes to improve communications and operational efficiency

Ensure employee information is accurately entered and maintained on an ongoing basis

Update parameters within the Workforce Management system to ensure efficient scheduling of resources to meet service level productivity goals

Evaluate forecasting and capacity models to give recommendations for long term staffing needs

Provide clear communication of the forecasted workload, changes, assumptions and inputs

Escalate discrepancies in data to management with recommendations for action

Advise on potential opportunities or hazards that affect the ability to meet strategic goals

Ensure trackers related to headcount, absenteeism, etc are constantly reviewed and updated

Respond to changes in the plan in a timely and accurate manner to ensure proper staffing levels are maintained

Coordinate and collaborate with operations and other departments to ensure production environment is running smoothly

Participate in daily and weekly meetings that require workforce involvement

Perform other duties as assigned

As Planning Supervisor, You Have…

A post-secondary degree or certificate with a focus in Business Administration (a combination of work experience and education will be considered)

Experience with Workforce Management systems is an asset

Knowledge of contact center operations, functions and business processes

Advanced knowledge of Microsoft Excel

Strong technical, analytical and problem-solving skills

Superior attention to detail with an eye for accuracy

Effectively interact with employees at all levels and people from diverse backgrounds

The ability to adapt to change in an innovative and fast-paced environment

Strong organizational skills and the ability to follow through on projects

Demonstrated interpersonal and communication skills

The ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment

The ability to plan and monitor for results