JOB DESCRIPTION
GENERAL SUMMARY
The Contact Center WFM Supervisor is responsible for the oversight and management of the Contact Center's inbound call queue, administration of the WFM platform, and agents schedule adherence. Position will directly support Data Entry Agents, Adjudication Agents, and Resolutions Agents as well as Team Leads and Supervisors in maintaining optimal call and inventory coverage and scheduling. This is accomplished by ensuring that agents are adhering to provided schedule at all times, and appropriately communicating any and all schedule deviations. Position is responsible for administration of the WFM platform and communication current staffing needs to Contact Center Director of Customer Experience and HR personnel. Position will consistently and frequently provide feedback and guidance to agents; team leads and supervisors regarding schedule deviations. This position will ensure optimal performance of the WFM platform at all times.
PRINCIPLE DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. This job description is intended to describe the general nature and level of work to be performed by the individual assigned to the position. Job results and criteria are intended to describe those functions that are essential to the performance of this job other duties may be assigned.
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