What are the responsibilities and job description for the Workforce Management Supervisor (WFM) - Wixom position at J&B Medical?
Workforce Management Supervisor
We are seeking an experienced Workforce Management Supervisor to join our team in Wixom, Michigan. This is a full-time, in-office leadership role responsible for leading the Workforce Management function and driving workforce planning strategies that support operational performance, service delivery, and organizational growth.
This position has ownership of forecasting, capacity planning, scheduling, real-time management, workforce analytics, and reporting. The Workforce Management Supervisor will lead and develop a team of WFM professionals while partnering closely with operational leaders to ensure staffing strategies align with business objectives and customer needs.
Key Responsibilities:
• Lead, coach, and develop a team of Workforce Management professionals.
• Own the forecasting process, including long-term, monthly, weekly, and intraday forecasts.
• Develop staffing models and capacity plans to support service level, response time, productivity, and growth objectives.
• Partner with Operations leadership to create staffing strategies and workforce plans that balance customer experience, employee experience, and business performance.
• Oversee schedule creation, optimization, and adherence monitoring to maximize efficiency and operational effectiveness.
• Manage real-time performance, identifying and executing staffing adjustments to address changing business conditions.
• Analyze workforce data, trends, and key performance indicators to provide actionable recommendations and drive continuous improvement.
• Develop and maintain workforce reporting, dashboards, and executive-level presentations.
• Collaborate with Operations, Training, Quality, and Leadership teams to support strategic initiatives and organizational goals.
• Ensure workforce management processes, reporting, and methodologies are consistently applied and continuously improved.
Qualifications:
• Experience in Workforce Management within a contact center, healthcare operations, financial services, or similar operational environment.
• Leadership experience managing, mentoring, or developing WFM professionals.
• Strong experience with forecasting, capacity planning, staffing models, scheduling, and real-time management.
• Advanced analytical and problem-solving skills with the ability to translate data into business decisions.
• Experience with Workforce Management software platforms and workforce planning methodologies.
• Advanced proficiency in Microsoft Excel and workforce reporting tools.
• Excellent communication, presentation, and stakeholder management skills.
Why Join Us?
This is an opportunity to play a key role in building and evolving a growing Workforce Management organization. The ideal candidate will be a strategic thinker who enjoys using data to drive decisions, partnering with leaders across the business, and developing high-performing teams while making a measurable impact on operational success.