Supervisor Workforce Strategy & Operations
Location: Piscataway, NJ, US, 08854 Long Island City, NY, US, 11101 Bethpage, NY, US, 11714
Brand: Optimum
Requisition #: 7631
Are you looking to Optimize your life? Start your exciting path to a rewarding career today!
We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions. We owe our success to our amazing product, commitment to our people and the connections we make in every community.
If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!
We are seeking a dynamic and strategic Supervisor, Workforce Strategy to join our Workforce Management team. The ideal candidate will be responsible for leading workforce planning initiatives, optimizing staffing models, and ensuring the effective implementation of strategies that enhance operational efficiency and meet service level goals. This role involves managing a team of workforce analysts and collaborating with multiple departments to drive workforce management success.
Key Responsibilities
Supervise and mentor a team of workforce analysts, providing guidance, training, and performance management to achieve team goals.Foster a culture of continuous improvement, innovation, and collaboration within the WFM team.Develop and execute workforce strategies that align staffing levels with business needs, forecasted demand, and customer service objectives.Oversee forecasting, scheduling, and capacity planning processes to ensure optimal resource utilization and service level adherence.Analyze historical data, trends, and key performance metrics to identify patterns and areas for improvement.Implement process enhancements to streamline workforce management operations and improve accuracy in forecasting and scheduling.Act as a liaison between WFM, operations, and other departments to ensure alignment on staffing strategies and operational goals.Provide timely communication of staffing plans, risks, and actionable recommendations to leadership.Utilize workforce management software to develop and refine forecasts, schedules, and reports.Monitor and analyze key performance indicators (KPIs) to ensure continuous improvement.Prepare detailed reports and presentations on workforce performance, trends, and strategic initiatives.Qualifications and Skills
Bachelor's degree in business administration, operations management, or a related field (or equivalent experience).3+ years of experience in workforce management, forecasting, or capacity planning within a call center environment.1+ years of leadership or supervisory experience.Proficiency in workforce management systems (e.g., NICE, Verint, Aspect) and advanced Microsoft Excel skills.Strong analytical and problem-solving skills with a data-driven mindset.Excellent organizational, time-management, and communication skills.Ability to manage multiple priorities in a fast-paced, dynamic environment.Preferred Qualifications
Experience with advanced analytics and reporting tools (e.g., Tableau, Power BI).Knowledge of workforce optimization methodologies and process improvement frameworks.If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity.
We are an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds.
#J-18808-Ljbffr
