Workforce Management Supervisor

Summary

Join VetsEZ as a Workforce Management (WFM) Supervisor and lead a high-performing team supporting a Department of Veterans Affairs (VA) contact center project. This role ensures optimal staffing, monitors real-time performance, and drives continuous improvement to meet service level goals. You will develop and maintain agent schedules, manage time-off requests, and monitor key performance indicators (KPIs). The position requires analyzing data to improve forecasts and workforce planning, generating reports, and supervising WFM analysts. Collaboration with various departments is crucial to align staffing strategies. The ideal candidate must reside within the continental US.

Requirements

• Bachelor’s degree in Business, Operations Management, or related field (or equivalent experience)
• 4+ years of contact center experience, with at least 1 year in a WFM supervisory role
• Proficiency with WFM tools such as NICE, Verint, Genesys, or Aspect
• Strong analytical, communication, and organizational skills
• Solid understanding of contact center KPIs and best practices

Responsibilities

• Develop and maintain agent schedules aligned with forecasted volume
• Manage shift bids, time-off requests, and intraday staffing adjustments
• Monitor call volume, service levels, and adherence across channels (phone, chat, email)
• Analyze historical data to improve forecasts, efficiency, and workforce planning
• Generate and present reports on occupancy, shrinkage, and schedule adherence
• Supervise, coach, and develop WFM analysts/coordinators
• Lead process improvements and system enhancements in collaboration with IT and operations
• Act as a liaison across WFM, HR, operations, and other departments to ensure alignment on staffing strategies

Preferred Qualifications

• Experience with VA or other federal agencies
• Healthcare experience preferred
• Experience with SAFe/Agile
• Ability to obtain a government clearance

Benefits

• Medical/Dental/Vision
• 401k with Employer Match
• PTO + Federal Holidays
• Corporate Laptop
• Training opportunities
• Remote Opportunity