The WFM Supervisor is responsible for the Workforce Management Specialists’ performance,
development, mentoring, and coaching. This position is directly responsible for meeting service level
metrics and Operational goals through the Real-Time Management and Scheduling specialists.
Continuously evaluating department processes and implementing improvements to ensure a best in class
delivery. Building and maintaining strong relationships with Operations, Clients, and other partner
departments to ensure effective communication and awareness of conditions that are impacting
Percepta’s ability to meet contractual metrics.
Oversee the Real Time and Scheduling WFM Specialists and processes to ensure client and
organizational goals are met or exceeded.
Facilitate information sharing between WFM functional groups to ensure Business Planners and
WFM Specialists are aligned in service level management strategy, trends, and drivers that may / are
Collaborate with Operations to create daily plans to meet interval, daily, and monthly goals.
Oversee the provision of daily communications to Operations and Clients regarding program
performance and drivers for missed targets.
Conduct weekly program specific meetings with Operational Managers of at risk programs to agree
on the upcoming week’s strategy to ensure targets are met.
Collaborate with Operations to solve staffing and scheduling challenges with options WFM can
Use and understand the ability of holistically evaluation of Real-Time and Scheduling decisions’ and
the impact on forecasting and budget needs.
Document department procedures in accordance with Percepta standards and make
recommendations pertaining to these procedures with the goal of best in class WFM delivery.
Provide a WFM overview of processes and procedures to new hires.
Implement WFM Specialists practices and processes that drive accountability for performance.
Conduct biweekly one-on-one sessions with each direct report and complete additional coachings
when Specialist performance warrants.
Prepare and deliver yearly performance reviews.
Work with each WFM Specialist to create development plans and follow through on the actions
Work Environment and Personal Development
Maintain a positive work environment that fosters successful team performance.
Build skill sets that will facilitate the growth of yourself and Percepta within the industry.
Continue to develop proficiency of department systems and applications ensuring Percepta remains
on the cutting edge of Workforce Management within the industry.
Recognize and reward excellent team performance.
Resolve conflicts with sensitivity, tact and fairness.
Maintain standardization between all Percepta locations and global programs.
BA / BS degree in accounting, mathematics or computer science or equivalent work-related experience
1-3 years’ experience in a supervisory position.
3+ years’ experience in Workforce Management.
Must have experience in supporting multiple contact channels including planning for and managing
daily service levels goals for back office functions. (Inbound, Outbound, Social Media, Chat, Email,
Ability to communicate well with other departments and all levels of management with minimal
Strong organizational, communications both written and verbal, and problem solving skills.
Knowledge of workforce software, call routing set up, and service level management.
Strong mathematical skills and concept understanding.
Ability to work independently, multitask and prioritize responsibilities.
Strong computer skills, including spreadsheets and database applications. This includes Excel,
PowerPoint, and Word.
Strength in working on self-managed projects in conjunction with other departments.
This position requires a high level of professional integrity. Client and employee information must be
Must be available to work varied shifts.