Workforce Management Supervisor (WFM) · Location: Monterrey, Actual León Employment Type: Full-time · We are expanding our operations in Mexico At One Call, we are expanding our operations in Mexico and are looking for talented professionals to join our growing team supporting healthcare operations in the United States. We are currently seeking a Supervisor Workforce Optimization to lead our WFM team and help optimize staffing, real-time performance, scheduling, and operational efficiency. If you are an analytical and people-focused leader with experience in Workforce Management and contact center operations, this could be a great opportunity to grow with us.
What will you do?
As a Supervisor Workforce Optimization, you will lead a team responsible for monitoring real-time contact center performance and ensuring staffing resources are aligned with business needs.
Your responsibilities will include:
- Lead, coach, and develop a team of Workforce Management professionals.
- Monitor real-time performance and key contact center metrics, including SLA, ASA, occupancy, abandon rate,
adherence, and shrinkage.
- Monitor call volumes and ensure resources are appropriately assigned to support service levels.
- Review daily and monthly performance reports and identify trends, gaps, and opportunities for improvement.
- Make real-time staffing and coverage adjustments based on business needs and operational performance.
- Support scheduling, VTO, overtime, shrinkage management, and other staffing optimization activities.
- Analyze workforce data and provide actionable recommendations to WFM and Operations leadership.
- Identify performance gaps and develop action plans to address operational deviations.
- Ensure appropriate skills and profiles are assigned to agents to optimize call routing and resource utilization.
- Partner with Operations and other cross-functional teams to improve efficiency and achieve performance targets.
- Participate in hiring, onboarding, training, and p