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Workforce Management Supervisor Jobs (NOW HIRING)

Cogeco

Analyst, Workforce Management

Berwick, PA

... Workforce Management Supervisor and Director to implement scheduling strategies that are aimed at hitting targets related to call forecasting and service level. 5- Completes weekly OTL- Workday ...

Cogeco

Analyst, Workforce Management

Kingwood, WV · On-site

... Workforce Management Supervisor and Director to implement scheduling strategies that are aimed at hitting targets related to call forecasting and service level. 5- Completes weekly OTL- Workday ...

AltaMed

Manager, Workforce Management

Anaheim, CA

$100K - $120K/yr

Minimum of 2 years of experience in a Management/Supervisory level position required. * Minimum of 2 years of experience leading or managing a team of Workforce Analysts preferred. * Experience with ...

Essilor

Workforce Management Specialist

Dallas, TX · On-site

The Workforce Planning Specialist also ensures there is adequate and appropriate response and ... managers/supervisors, operations directors and the IT Help Desk) * Escalate and facilitate ...

M&T Bank

Workforce Management Forecaster

Williamsville, NY · On-site

$26 - $43.34/hr

The Workforce Management Forecaster serves in the capacity of providing short/midterm forecasting ... Supervisory/Managerial Responsibilities: Individual contributor role. Capable of forecasting on a ...

M&T Bank

Workforce Management Forecaster

Williamsville, NY · On-site

$26 - $43.34/hr

The Workforce Management Forecaster serves in the capacity of providing short/midterm forecasting ... Supervisory/Managerial Responsibilities: Individual contributor role. Capable of forecasting on a ...

Clarest Health

Workforce Planning Manager

Phoenix, AZ · On-site

$100K - $110K/yr

Model the fiscal impact of Workforce Management results, evaluate seasonal fluctuations and assess ... supervisor, Human Resources or the Compliance Officer Qualifications: * Bachelor's degree in ...

Clarest Health

Workforce Planning Manager

Phoenix, AZ · On-site +1

$100K - $110K/yr

Model the fiscal impact of Workforce Management results, evaluate seasonal fluctuations and assess ... supervisor, Human Resources or the Compliance Officer Qualifications: * Bachelor's degree in ...

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Workforce Management Supervisor information

See salary details

$26.5K

$115.4K

$223.5K

How much do workforce management supervisor jobs pay per year?

As of Jun 9, 2026, the average yearly pay for workforce management supervisor in the United States is $115,406.00, according to ZipRecruiter salary data. Most workers in this role earn between $66,000.00 and $150,000.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Workforce Management Supervisor, and why are they important?

To thrive as a Workforce Management Supervisor, you need expertise in forecasting, scheduling, and analytics, typically supported by a degree in business, operations, or a related field. Familiarity with workforce management software such as NICE, Kronos, or Verint, as well as advanced Excel skills, is often required. Strong leadership, problem-solving, and communication abilities are crucial for motivating teams and coordinating with stakeholders. These skills ensure optimal staffing, efficient operations, and high service levels in dynamic work environments.

How does a Workforce Management Supervisor typically collaborate with other departments to ensure optimal staffing levels?

A Workforce Management Supervisor regularly works with departments such as Operations, Human Resources, and IT to gather input on business needs, anticipated workload fluctuations, and system capabilities. By maintaining open communication and sharing data-driven forecasts, the supervisor helps ensure that scheduling and staffing align with both short-term projects and long-term business goals. This collaboration is crucial for minimizing understaffing or overstaffing, ultimately improving service levels and operational efficiency.

What is the difference between Workforce Management Supervisor vs Workforce Analyst?

AspectWorkforce Management SupervisorWorkforce Analyst
CredentialsTypically requires a bachelor’s degree in business, operations, or related field; certifications like Workforce Management Certification are commonSimilar credentials; often holds a bachelor’s degree and may have certifications in data analysis or workforce management tools
Work EnvironmentSupervises teams, manages scheduling, and oversees workforce planning in call centers or service industriesFocuses on analyzing data, forecasting, and reporting to optimize staffing and productivity
Employer & Industry UsageUsed in call centers, retail, healthcare, and customer service industriesCommonly employed in similar industries for data-driven decision making

The Workforce Management Supervisor oversees scheduling and team management, while the Workforce Analyst focuses on data analysis and forecasting. Both roles are essential for optimizing workforce efficiency but differ in scope and responsibilities.

What is a Workforce Management Supervisor?

A Workforce Management Supervisor oversees the planning, scheduling, and monitoring of employee workloads to ensure optimal staffing levels and efficient operations. They analyze data to forecast staffing needs, manage schedules, and address any workforce-related issues. This role often involves collaborating with team leaders, managing real-time adjustments, and ensuring compliance with labor regulations. Their goal is to maximize productivity while maintaining a positive work environment.
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Workforce Management Supervisor jobs near you
Analyst, Workforce Management

Analyst, Workforce Management

Cogeco

Berwick, PA

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 12 days ago

Job description

Our culture lifts you up-there is no ego in the way. Our common purpose? We all want to win for our customers. We aim to always be evolving, dynamic, and ambitious. We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market: agile and dedicated.

Time Type:RegularJob Description :

About Our Company


Breezeline is a dynamic, innovative company providing the very best Internet, TV, and Voice service to the US markets we serve. We Are 'Above And Beyonders,' who consistently strive to surprise and delight our customers by doing the unexpected. We continually look for new and better ways to enrich our customers' lives through connected and memorable experiences.
As the eighth-largest cable operator in the United States, Breezeline reaches more than 1.7 million homes and businesses in 13 states with Internet, TV, Voice and fiber services. Headquartered in Quincy, MA, Breezeline is a subsidiary of Cogeco Communications Inc. (TSX:CCA).

POSITION SUMMARY:

Plays a key role in scheduling and resource utilization to deliver on campaign performance metrics with regards to workforce management.

KEY RESPONSIBILITIES

Real-Time Intraday

1- Produce Weekly Schedules with critical planning and analysis of all schedule metrics for all applicable teams under WFM responsibility.

2- Critically evaluate schedules during creation and upon completion in all metrics for multiple lines of business - Forecast Variances, Service Level targets, AHT target variances, Staffing requirements, etc.

3- Identifies course of action or proposes solutions with supporting metrics relating to staffing deviations (Next day Extended Hours/Full day VTO, Schedule Adjustments etc.)

4- Collaborates with Workforce Management Supervisor and Director to implement scheduling strategies that are aimed at hitting targets related to call forecasting and service level.

5- Completes weekly OTL- Workday interface to ensure all agents under the WFM responsibility have timecards submitted

6- Responsible for all Aspect and/or Evolia updates impacting future schedules which includes scheduling coaching, team meetings, training and shift trades

7- Responsible for vacation selection and vacation changes for agents

8- Work in partnership with the Workforce Management Supervisor to analyze and assess vacation allotments for teams under WFM responsibility.

9- Attend all applicable Scheduling and forecasting meetings and take action items as required from these meetings.

10- Support the management team with implementation of new initiatives and projects from a real time perspective

11- Analyze staffing and routing changes based on observations with ability to make recommendation to your immediate supervisor, in a professional and positive manner

12- Manage and respond to all email received in the inbox in a timely and professional manner.

13- As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.

14- To support Cogeco's ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers' needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer's needs.

ESSENTIAL QUALIFICATIONS

ACADEMIC TRAINING

  • College Diploma or combination or equivalent education and experience.

WORK EXPERIENCE

  • 3+ years experience in scheduling in a contact centre environment

  • A previous background in Contact Centre Management and Workforce Management is an asset.

  • A previous background Aspect and Five9 an asset.

SPECIFIC COMPETENCIES

  • Must be proficient in desktop applications including MS Office applications (i.e. Excel, Word and Access) and database management programs.

  • Strong understanding of call centre procedures, processes and technologies preferred.

  • Must be highly organized and detail oriented with demonstrated analytical skills and time management skills.

  • Demonstrated interpersonal skills with a winning customer service attitude and professional demeanour.

  • Ability to communicate with a high degree of tact and diplomacy.

  • Self motivated with the ability to take initiative and resolve problems independently. Monitors own quality of work.

  • Open to change with a learning attitude towards work and to contribute to the team's success in attaining overall objective.

  • The ability to multi-task and manage concurrent projects in a faced paced environment with limited supervision is required.

  • Flexibility required with respect to hours of work as the incumbent may be required to work rotating shifts, weekends and general holidays.Hours of work are subject to change as business needs evolve.

Available Benefits and Rewards:

  • Competitive Pay & Bonuses:Market-leading base salary with participation in the Employee Bonus Plan.
  • Future Planning:Robust 401(k) plan with a50% company match (up to 5%)and eligibility for the Cogeco Stock Purchase Plan.
  • Health & Security:Comprehensive Medical, Dental, and Vision coverage.Company-paidLife Insurance (1x compensation), Short-Term and Long-Term Disability coverage.
  • Work-Life Balance:Generous PTO, Company-recognized Holidays,Floating Holidays, and a comprehensiveFlex Work Policy.
  • Growth & Well-being:Tuition Reimbursement, opportunities for LinkedIn Learning subscriptions, and a complimentaryHeadspace Membership.

Stay Connected: Complimentary and discounted broadband services (for those in our service area).

At Cogeco, diversity is an essential asset to our organization's performance. We are committed to providing equal opportunities to all qualified individuals wishing to join our company, regardless of cultural and individual differences. We strive to build teams which reflects the diverse profiles and backgrounds of both the customers and communities we serve, firmly believing that this distinguishes Cogeco from competitors and contributes to our signature of excellence.

For candidates whose primary place of work will be in Cleveland, OH, the expected salary range is $54,100 - $81,100

Location :Johnstown, PACompany :

Breezeline

At Cogeco, we know that different backgrounds, perspectives, and beliefs can bring critical value to our business. The strength of this diversity enhances our ability to imagine, innovate, and grow as a company. So, we are committed to doing everything in our power to create a more diverse and inclusive world of belonging.

By creating a culture where all our colleagues can bring their best selves to work, we're doing our part to build a more equitable workplace and world. From professional development to personal safety, Cogeco constantly strives to create an environment that welcomes and nurtures all. We make the health and well-being of our colleagues one of our highest priorities, for we know engaged and appreciated employees equate to a better overall experience for our customers.


If you need any accommodations to apply or as part of the recruitment process, please contact us confidentially at inclusion@cogeco.com

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