Workforce Supervisor
Key Responsibilities:
- Oversee daily scheduling, shift adherence, and intraday workforce adjustments to meet business demand.
- Monitor real-time staffing levels, queue performance, and key operational metrics.
- Analyze workforce trends, generate reports, and recommend actionable improvements.
- Coordinate with Operations and WFM teams to address service level risks and gaps.
- Coach, guide, and develop WFM analysts to ensure accurate execution of processes.
- Support forecasting and capacity planning activities as needed.
- Ensure compliance with workforce policies, tools, and reporting standards.
At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.
Every day, we aim to live up to our mission of creating insanely great customer experiences. But as Alorica employees, giving back matters just as much – that’s why we’re so proud of Making Lives Better with Alorica, a non-profit, 501(c)(3) organization dedicated to providing assistance to employees, their families and the people, organizations and communities who support them. Simply put, we want to make lives better…one interaction at a time. And to do that, we need the very best people to join us.
Qualifications:
- Proven experience in Workforce Management in a BPO or contact center environment.
- Strong understanding of forecasting, scheduling, intraday management, and reporting.
- Proficiency in WFM tools and advanced Excel/reporting functions.
- Strong analytical, problem-solving, and decision-making skills.
- Demonstrated leadership and stakeholder management capabilities.
Company profile
Alorica
Expert Global Solutions, Inc. (EGS) is a world-class, comprehensive Business Process Outsourcing (BPO) entity in global management and outsourcing services. EGS has one of the most comprehensive, unique, and compelling BPO offerings in the marketplace. Our clients have the benefit of a fully scaled and global partner serving all aspects of the Customer Relationship Management (CRM) and Accounts Receivable Management (ARM) industry.
Centralized and Scaled Global Partner
Expert Global Solutions is the holding company and manages both APAC and NCO brands in the market, addressing the needs of its customers as a fully scaled and global partner serving all aspects of the CRM and ARM customer lifecycle. EGS offers clients the unique complement of scale and a customized CRM and ARM service delivery platform.
A Firm with Strong Support
Expert Global Solutions is owned by One Equity Partners, the private investment arm of JPMorgan Chase & Co. Established in 2001 and managing $10 billion of investments and commitments for JPMorgan Chase & Co., One Equity Partners makes private investments behind compelling business ideas and strong management teams.
Complete Lifecycle Solution Support
Verticals | Cable, Telecom, Utilities, Retail, Government, Healthcare, Education, Financial, Technology, Insurance, Trans/Logistics, Pharmaceuticals, Travel & Hospitality, Commercial
Acquisition | Pre-Sales/Sales, Order Taking, Cross-Sale/Up-Sale, Lead Generation, Product Information, Sales Verifications, Reservations
Service/Support | Technical Support, Tier 1-4 Helpdesk, Customer Inquiries, Account Change/Updates, Billing Information, Loyalty Programs, Warranty Support, Internet Support,
Hardware/ Software Support
Resolution | First/Third Party Receivables, Financial Care, Pre/Post Charge-O, Early Fraud,
Credit Activation, Property Recovery, Skip Tracing, Attorney Services
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