Supervisor, Workforce Management (Customer Service)

WFM Supervisor

The WFM Supervisor is responsible for supervising, developing and monitoring the work of assigned staff to ensure goals, objectives, and established KPI's are maintained. Leads training of new and ongoing development for existing WFM personnel. The WFM Supervisor prepares and delivers performance reviews, provides ongoing coaching and feedback, approves time off requests, and monitors daily time and attendance. This position collaborates with management and recommends progressive discipline actions to be taken in accordance with HCTRA policies and procedures. Manages the resolution of escalated workforce needs. Reviews staffing levels and forecasting needs for Customer Service, and effectively communicates the necessary reports to management. Educates stakeholders on products, services, and Workforce Management principles, while influencing the adoption of approaches to managing staffing/capacity.

Duties and Responsibilities:

• Supervises and monitors the work of employees to ensure department and section targeted goals, objectives, quality of service, and professionalism are met.
• Prepares and delivers performance reviews for assigned staff. Ensures detailed constructive feedback is provided immediately on performance, develops action plans and strategies for continuous improvement, and provides ongoing mentoring and support.
• Manages escalations to include identifying the issue/error and determines the appropriate resolution in accordance with HCTRA policies and procedures.
• Collaborates with management in recommending the appropriate action to be taken in accordance with HCTRA's progressive discipline policy to address ongoing performance and conduct issues.
• Engages in operational and Workforce technology testing, validate updates/changes, and troubleshoot system/user issues while also recommending enhancements. Additionally, conduct thorough audits of reports to ensure accuracy and data integrity.
• Approves time off requests to ensure adequate staffing. Monitors and tracks daily time and attendance to include breaks and lunches.
• Examines workforce staffing schedules and offers suggestions to optimize performance. Adjusts the bid ranking process when needed and presents final rankings to management.

Other Duties:

This Job Description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this position. Management may, at its discretion, assign, or reassign duties and responsibilities to this job at any time.

Requirements:

Education and Experience:

• High School diploma or G.E.D. equivalent required from an accredited institution.
• Minimum three (3) years of experience in call center workforce operations, customer service/relations reporting, or analytical reporting position of similar environment.
• Minimum three (3) years of previous relevant leadership or supervisory experience required.

Knowledge, Skills, and Abilities:

• Strong supervisory skills.
• Excellent communication (written and verbal), listening, and interpersonal skills.
• Ability to maintain confidentiality.
• Ability to have a proactive approach and prioritize tasks using effective time management skills.
• Ability to research, analyze, and evaluate data and information to formulate conclusions and customizable reports and communicate guidance verbally or in writing.
• Ability to collaborate with management staff on projects and procedures.
• Ability to comprehend Automated Call Distribution System, key performance metrics and reports.
• Ability to work independently as well as in a team environment and be open to change.
• Strong knowledge of user end of phone system and Workforce Management system.
• Strong analytical and organizational skills.
• Strong reporting and spreadsheet application.
• Ability to adhere to strict attendance requirements.
• Ability to achieve and maintain departmental performance standards.
• Ability to make sound decisions quickly in a fluid work environment.
• Excellent knowledge of workforce management calculations, technologies, and key performance indicators.
• Strong analytical and mathematical skills to collect and interpret data to solve problems.
• Working knowledge of personal computers and related software including Microsoft Office.

Physical Demands:

The position mostly requires sitting in an office environment, occasionally some standing, and light lifting, such as three or four reams of paper or books (up to 20 pounds or an equivalent weight) may be required.

Note: Qualifying education, experience, knowledge, and skills must be documented on your job application. You may attach a resume to the application as supporting but ONLY information stated on the application will be used for consideration. "See Resume" will not be accepted for qualifications.

General Information:

• This is a full time position.
• Days of work and hours may vary based on business needs of the department and shift to include days, evenings, nights, and weekends.

Work Environment:

• Locations are physically comfortable within an office environment.
• This role routinely uses standard office equipment such as computers, phones, photocopiers, etc.
• Travel to and from different worksites may be required which may expose the individual to less than optimal weather conditions.

Reporting Relations:

• Reports To Position: Customer Service Operations Manager
• Supervises Positions: Workforce Analyst, Senior Workforce Analyst

Employment may be contingent on passing a drug screen and meeting other standards. Due to a high volume of applications positions may close prior to the advertised closing date or at the discretion of the Hiring Department.

Equal Opportunity Statement

Harris County is an Equal Opportunity Employer and is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, pregnancy, disability, genetic information, or any other protected class in accordance with applicable federal and state laws.

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Benefits

Harris County offers a competitive benefits program, including comprehensive group health and related benefits plan as well as defined benefit retirement plan. The following list of benefits is offered only to employees in regular (full-time) positions:

• Medical
• Dental
• Vision
• Wellness
• Life Insurance
• Long-term Disability
• Employee Assistance Program
• 10 days of vacation each year for the first five (5) years of service. Accrual rates increase based on years of service.
• 10 county holidays plus one (1) floating holiday
• Professional Development Opportunities
• Dependent Care Reimbursement Plan
• Healthcare Reimbursement Account
• 457 Deferred Compensation Plan
• Retirement pension (TCDRS)
• Transportation Assistance (Metro RideSponsor Program)

In accordance with the Harris County Personnel Regulations, Group Health and related benefits are subject to amendment or discontinuance at any time. Commissioners Court reserves the right to make benefit modifications on the County's behalf as needed. For plan details, visit the Harris County benefits website: