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Workforce Management Supervisor Jobs (NOW HIRING)

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 ...

Selene Holdings

Workforce Management Specialist

The Workforce Management Specialist is responsible for monitoring and managing real-time workforce ... supervisors, and leadership teams. The ideal candidate is highly organized, detail-oriented, and ...

Tekberry

Onsite Workforce Supervisor

Tolleson, AZ · On-site

$30 - $35/hr

Key Responsibilities Workforce Management & Employee Engagement * Serve as the primary onsite point ... Partner with supervisors to address attendance and performance issues * Maintain workforce records ...

System One

Workforce Management Analyst I

Baltimore, MD · Remote

$32.80/hr

WORKFORCE MANAGEMENT ANALYST (WFM / CONTACT CENTER) -- REMOTE Location: Remote (U.S.) -- client ... You'll work closely with supervisors/managers to adjust schedules and staffing as business ...

System One

Workforce Management Analyst I

Baltimore, MD · Remote

$32.80/hr

WORKFORCE MANAGEMENT ANALYST (WFM / CONTACT CENTER) -- REMOTE Location: Remote (U.S.) -- client ... You'll work closely with supervisors/managers to adjust schedules and staffing as business ...

HopeLink Behavioral Health

Workforce Analyst

Oakton, VA · On-site

$60K - $65K/yr

Coordinate with Supervisors and the Workforce Manager to assess staffing impact and approve or escalate leave requests as needed. * Maintain up-to-date records of time-off balances, shift swaps, and ...

HopeLink Behavioral Health

Workforce Analyst

Oakton, VA

$60K - $65K/yr

Coordinate with Supervisors and the Workforce Manager to assess staffing impact and approve or escalate leave requests as needed. * Maintain up-to-date records of time-off balances, shift swaps, and ...

HopeLink Behavioral Health

Workforce Analyst

Oakton, VA · Remote

$60K - $65K/yr

Coordinate with Supervisors and the Workforce Manager to assess staffing impact and approve or escalate leave requests as needed. * Maintain up-to-date records of time-off balances, shift swaps, and ...

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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 30, 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.
More about Workforce Management Supervisor jobs
What cities are hiring for Workforce Management Supervisor jobs? Cities with the most Workforce Management Supervisor job openings:
What states have the most Workforce Management Supervisor jobs? States with the most job openings for Workforce Management Supervisor jobs include:
What job categories do people searching Workforce Management Supervisor jobs look for? The top searched job categories for Workforce Management Supervisor jobs are:
Workforce Management Supervisor jobs near you
Infographic showing various Workforce Management Supervisor job openings in the United States as of June 2026, with employment types broken down into 100% Full Time. Highlights an 100% In-person job distribution, with an average salary of $115,406 per year, or $55.5 per hour.
Workforce Management Forecaster

Workforce Management Forecaster

M&T Bank

Williamsville, NY • On-site

$26 - $43.34/hr

Full-time

Posted 17 days ago

M&T Bank rating

7.8

Company rating: 7.8 out of 10

Based on 182 frontline employees who took The Breakroom Quiz

71st of 144 rated banks

Job description

Overview:
The Workforce Management Forecaster serves in the capacity of providing short/midterm forecasting for multiple queues or an entire Contact Center. They will utilize information contained within our Workforce Management platform as well as use industry standard methods/tools to provide a long-term view of forecast (12 months) for one or two queues or workgroups. Shapes and drives strategy of the assigned team(s) and contributes to strategy of the assigned area(s).
Primary Responsibilities:
  • Interface regularly with Director of Workface management as well as Sr Forecaster and queue or work group heads within and outside of TCC.
  • Provide detailed long term forecasting direction and oversight for one or two Contact Center queues.
  • Assist queue management on modeling of long-term strategies them in an overflow or skills-based routing paradigm.
  • Serve as a primary modeler during yearly budget/reforecast process.
  • Maintain configurations for pertinent scheduling software and troubleshoot related issues. Create staffing forecasts for all inbound/outbound call centers.
  • Create long-term forecasts for volume, handle-times, and staffing for multiple queues as well as full Contact Center Enterprise.
  • Is lead on providing staffing level recommendations and service level impacts for one-time system/bank conversions or other significant events.
  • Create schedules to fit with available resources, forecast staffing requirements.
  • Provide detailed analytical reporting and make recommendations as requested by management to assist in decision-making.
  • Identify, analyze, and interpret patterns or trends in call volume and Average Handle Time (AHT) data as well as employee shrinkage and productivity.
  • Identify and recommend issues that negatively impact service level achievement and recommend ways to improve these processes.
  • Manage long-term time off requests, including their resulting impact on staff scheduling, i.e., vacation, change requests.
  • Complete long-term schedule adjustments.
  • Communicate to management impacts of known events in the upcoming schedule sets.
  • Assist in projects impacting the Contact Center or Enterprise with detailed analysis.
  • Exercise usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management and termination.
  • Understand and adhere to the Company's risk and regulatory standards, policies, and controls in accordance with the Company's Risk Appetite.
  • Identify risk-related issues needing escalation to management.
  • Promote an environment that supports belonging and reflects the M&T Bank brand.
  • Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
  • Complete other related duties as assigned.

Supervisory/Managerial Responsibilities:
Individual contributor role.
Capable of forecasting on a short term for multiple contact queues as well as long term forecasting for one or two queues.
Skills / Capabilities Required:
Minimum of 3 years' experience with workforce management software and forecasting/scheduling work.
Experience creating and designing reports in pertinent spreadsheet software and/or presentations.
Ability to complete detailed statistical analyses (regressions).
Detail-oriented.
Ability to multi-task in a fast-paced environment.
Capability to interact with Senior management.
Education and Experience Required:
Minimum 3 years' experience in a Planning or Forecasting WFM Role
Excellent communication and listening skills
Excellent knowledge of written and spoken English
Impeccable attention to detail
Exceptional people skills
Well-developed problem-solving and analytical skills
Ability to learn & manage multiple technical systems
Strong knowledge of Excel is necessary
Knowledge of Workforce management tools e.g., Shifttrack, aspect etc.
Education and Experience Preferred:
Genesys Cloud CX or Genesys WFM, Banking Industry Experience
Physical Requirements:
M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $26.00 - $43.34 Hourly (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.
Location
Williamsville, New York, United States of America

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