What are the responsibilities and job description for the Workforce Management Supervisor position at eClerx?
Job Description
We are seeking a motivated and experienced Workforce Management Supervisor to support Customer Operations by ensuring effective workforce planning, real-time management, and operational excellence. The ideal candidate will have strong analytical and leadership capabilities, the ability to adapt quickly to changing business needs, and a proven track record in workforce management within a fast-paced environment.
Key Responsibilities
Workforce Planning & Scheduling
Pay rate will be $15.50/hr
Joining Bonus - $200 (Payable in the first check after the 60 th day of employment) – Employee should be active on the date of paycheck.
We are seeking a motivated and experienced Workforce Management Supervisor to support Customer Operations by ensuring effective workforce planning, real-time management, and operational excellence. The ideal candidate will have strong analytical and leadership capabilities, the ability to adapt quickly to changing business needs, and a proven track record in workforce management within a fast-paced environment.
Key Responsibilities
Workforce Planning & Scheduling
- Develop and manage agent schedules, daily staffing plans, and adherence strategies.
- Plan and execute on-floor staffing activities to ensure optimal coverage.
- Manage breaks and real-time resource availability on the operations floor.
- Run day-to-day operations to maintain key Workforce Management KPIs such as shrinkage, schedule adherence, and productivity.
- Perform real-time monitoring independently to ensure SLA compliance.
- Identify staffing gaps or performance issues and take proactive corrective actions.
- Coordinate closely with Operations Managers and Team Leads to address real-time observations.
- Communicate effectively and ensure closed-loop communication with operations.
- Prepare and distribute daily, weekly, and ad-hoc operational and production reports.
- Update and maintain accurate status information in internal systems and client tools.
- Analyze performance trends and conduct root cause analysis to recommend improvements.
- Meet and exceed process expectations with high-quality standards and strict SLA adherence.
- Demonstrate a strong sense of ownership to ensure tasks are completed accurately and on time.
- Collaborate cross-functionally to execute tasks within defined timelines while maintaining superior service levels.
- Take proactive actions and assume responsibility beyond assigned work areas when required.
- Strong knowledge of agent scheduling, on-floor staffing, and real-time workforce management.
- Proven experience coordinating with Operations Managers, Leads, and cross-functional teams.
- Excellent problem-solving, analytical, and root cause analysis skills.
- Ability to quickly assimilate process knowledge and adapt to perpetual business changes.
- Professional conduct with strong verbal and written communication skills.
- Working understanding of web technology and cable setup.
- High reliability in attendance, punctuality, and shift flexibility.
- Ability to analyze data, evaluate outcomes, and implement optimal solutions.
- Strong sense of accountability with a proactive and ownership-driven mindset.
- HS Diploma or equivalent work experience preferred.
- Prior experience as a Workforce Management Supervisor, APM, or RTM lead is highly desirable.
- Experience supporting 16×7 operations preferred.
Pay rate will be $15.50/hr
Joining Bonus - $200 (Payable in the first check after the 60 th day of employment) – Employee should be active on the date of paycheck.
Salary : $16