Senior Support Lead - Real Time Management & Reporting

Job Summary

This role supports efficient workforce planning and real-time operations by assisting with workload forecasting, schedule maintenance, and reporting on workforce metrics. The individual helps monitor daily performance, participates in process adherence, and contributes to team engagement and continuous improvement initiatives, ensuring compliance with organizational standards.

Key Responsibilities

1. Support real-time management tasks by monitoring staffing levels and adherence using workforce management platforms, promptly communicating any deviations within the team.
2. Assist in preparing and maintaining shift schedules using scheduling tools, ensuring alignment with forecasted workloads and operational requirements.
3. Generate and analyze workforce performance reports using Excel or WFM reporting tools, highlighting trends and anomalies for review by team leads.
4. Participate in process improvement discussions by providing accurate data and observations on WFM efficiency and compliance.
5. Collaborate within the WFM support team to share updates, address team concerns, and contribute to a motivated work environment through active engagement.
6. Ensure adherence to documented processes and compliance guidelines in all workforce management activities.

Skill Requirements

1. Strong Understanding Of Real Time Management And Reporting Practices Within Workforce Management Environments.
2. Good Proficiency With Wfm Tools (E.G., Nice, Verint, Aspect, Or Similar) For Scheduling, Monitoring, And Reporting.
3. Experience Using Excel Or Similar Tools For Data Analysis And Reporting.
4. Attention To Detail In Tracking Metrics And Maintaining Process Compliance.
5. Ability To Communicate Effectively And Collaborate Within A Team Environment.
6. Familiarity With Labor Laws And Organizational Compliance Standards As They Pertain To Workforce Management.

Other Requirements

1. Certification such as NICE Certified WFM Specialist or Verint WFM Certification is optional but valuable.