Supervisor Workforce Strategy & Operations

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! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. 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 areOptimum!

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

• Team Leadership:

• 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.

• Workforce Planning and Strategy:

• 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.

• Operational Efficiency:

• 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.

• Collaboration and Communication:

• 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.

• Technology and Tools:

• Utilize workforce management software to develop and refine forecasts, schedules, and reports.

• Leverage analytics tools to enhance predictive modeling and data-driven decision-making.

• Performance Management and Reporting:

• Monitor and analyze key performance indicators (KPIs), such as service levels, occupancy, and adherence, 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.

At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.

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.

All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, national origin, religion, age, disability, sex, sexual orientation, gender identity or protected veteran status, or any other basis protected by applicable federal, state, or local law. The Company provides reasonable accommodations upon request in accordance with applicable requirements.

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