The Workforce Management Supervisor is a critical role that works closely with the contact center leadership team on initiatives to support overall operations, while also identifying and improving performance. Responsible for call volume forecasts and service level performance for over 50 different inbound call skills, supporting 6 lines of business and appropriate scheduling of 650+ call center agents at 4 call center locations. Also responsible to develop his/her team and their growth through training and coaching as well as ensuring compliance with all WFM, department, and company policies and procedures.
Develop strategies utilizing the WFM tools such as IEX and Avaya to ensure optimal skilling and shrinkage utilization to meet service level objectives for all lines of business
Review past data, to provide forecasted workload, changes, assumption and inputs, along with solutions-oriented support for the team and escalate discrepancies in data to management with recommendations for action.
Responsible for assisting in the development of his/her team and their growth through training and coaching as well as ensuring that they are compliant with all WFM, department, and company policies and procedures.
Prepare and deliver detailed performance data to leadership on a daily basis with a monthly readout on results and opportunities.
- 5+ years call center work experience and solid workforce management experience in an inbound and outbound center environment
- 5+ years of experience working with Word, Excel, Access, and PowerPoint
- Experience using workforce management software, telecommunication or other call center systems (e.g., Avaya CMS, IEX Totalview, Aspect eWFM)
- Prior Supervisor experience
Bachelors degree or equivalent work experience.
At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.
We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.