The Supervisor Workforce ensures that the Customer Care Center has the right amount of skilled associates in the right place at the right time to handle an accurately forecasted workload at the desired service level and response time goals. This position communicates real time and historical workforce performance results to the Customer Care Center leadership team. They will work directly with associates to provide instruction on appropriate work statuses and behavior in order to achieve our goals. This position will also partner with other operational areas that the Customer Care Center supports to provide guidance on call flows, scheduling and overall achievement of workforce planning goals. This position will partner with the Customer Care Center leaders to schedule off the phone activities at times that will be least disruptive to the achievement of overall service level and response time goals. This position will create and maintain policies and procedures and will partner with the Customer Care Center Managers to determine the most effective method of communicating changes to all associates. If workload warrants, this position may support other functions of the Customer Care Center.
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state or federal law. Applicable portions of the Company’s affirmative action program are available to any applicant or employee for inspection upon request.