[Hiring] Workforce Supervisor @InteLogix

Role Description

Supervise schedulers, planners and analysts; manage daily workload, priorities and quality.

• Ensure schedules, reports and intraday actions are delivered accurately and on time.
• Monitor daily service level and staffing; direct real-time adjustments and escalations.
• Approve intraday exceptions and time-off within agreed guidelines.
• Coach analysts, run performance reviews and support hiring and onboarding.
• Act as escalation point for the WFM team and liaise with Operations team leaders.

Qualifications

• 3+ years of WFM experience with 1+ year in a lead, senior analyst or supervisory role.
• Solid working knowledge of scheduling, intraday and reporting.
• Experience in a contact centre or BPO environment.

Requirements

• WFM platforms (e.g., NICE IEX, Verint, Genesys, Aspect, Calabrio) and ACD/telephony systems.
• Advanced Excel; BI/reporting tools a plus.

Key Competencies

• Team supervision
• Prioritization
• Attention to detail
• Decision making
• Communication

Success Metrics (KPIs)

• Deliverable accuracy & timeliness
• Intraday SL protection
• Adherence
• Team productivity & development