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Workforce Management Supervisor

  • United States Virtual
  • R-98598
  • Operations Management
  • Full Time
  • Added

The Supervisor of Workforce Management facilitates activities and responsibilities of the Connected Living WFM Analysts, a team of Workforce Analysts in multiple locations, including ensuring that queues are managed to meet company goals; coordinating with Customer Care and Operations teams; identifying process and workflow improvements; and providing site level reporting to Connected Living Leadership. This person reports to the Manager of Workforce Management & Communication.

As a supervisor, you will also be responsible for coaching, developing, and engaging team members daily. Your goal will be to create a positive and productive work environment where team members can succeed. As a resource for your team members, you will answer questions, help resolve issues and provide operational support. You may also participate in client meetings and/or assist with special projects. As a more experienced leader, you will also be looked upon to influence your peers and drive your group to action.

What will be my duties and responsibilities in this job?  

  • Ensures adherence to policy for Assurant Solutions, Contact Center Support and the WFM Site Teams and secures appropriate approvals

  • Hires, develops, evaluates, and (when necessary) disciplines and discharges subordinate personnel or makes authoritative recommendations in such matters

  • Administers standards for effective job performance and evaluates subordinates according to such standards

  • Partners with the Manager of WFM & Communication, as well as the Learning & Development team, to develop & maintain workforce management analysts

  • Supports the Manager of WFM & Communication in the maintenance of an effective organization for the area(s) of responsibility, including establishing performance standards; effective delineation of duties and responsibilities; ensuring that staffing in each location is efficient to maintain operational objectives

  • Analyzes call and AHT trends to predict short-term staffing needs

  • Proactively monitors, addresses staffing, and tracks overs and unders.

  • Administers/Audits policies and procedures to ensure data accuracy and maintain system integrity in the Aspect Workforce Management Software system

  • Develops and maintains documented procedures for WFM Team - trouble shoot system problems

  • Maintains effective communication with other departments when WFM Team procedures impact them. Strong interaction with operations, human relations, and payroll segments. Proactive engagement with other members of Contact Center Support and/or Operations to achieve SLA objectives

  • Coordinates with subordinates and the Contact Center Support Team to identify opportunities for service improvements and cost efficiencies

  • Analyzes and resolves service delivery issues not resolved by call center management or site workforce analysts. Receives and investigates all complaints concerning his or her area of responsibility and its personnel

  • Remains abreast of developments in Workforce Management by pursuing a program of self-development, participating in professional organizations, interacting with peers, reviewing pertinent literature, and so forth.  Incorporates advancements when practicable and cost-effective

  • Directs the preparation of records as well as recurring and special reports and analyses for areas of responsibility

  • Participates in the development of short- and long- term goals and plans for his or her work group. Complete mid-year reviews and annual reviews as required

  • Oversees the team workload and ensures work is distributed appropriately and that all standards are met on a daily, weekly, and monthly basis.  Delegate responsibilities to team members as appropriate. Ensure service levels are met

  • Maintains records related to work group performance, attendance, payroll, budget and expenditures.  Prepares or assists in the preparation of related reports.  May conduct or participate in the analysis and resolution of operational issues


What are the requirements needed for this position?  

  • High school diploma or GED

  • Two years experience in a Call Center environment

  • Two years of Workforce Management experience

  • Two years of Supervisory or leadership experience

  • Computer skills required, including Word, Excel, and Outlook

  • Experienced working under pressure in a fast-paced setting, with competing priorities, good time management skills

What other skills/experience would be helpful to have?  

  • 3 years experience in a Planning, Analytical, and Forecasting function within a call center environment with two to four years in a leadership or project management role

  • Workforce experience in a multi-site call center environment (preferably in a supervisor role)

  • Experience in developing, and hiring new teams (preferably workforce management)

  • Experience working in multi-site, multi-product, multi-language call center environments from a workforce perspective

  • Well-developed interpersonal skills promoting team participation with assigned staff

  • Motivational methods to improve and develop assigned staff

  • Ability to engage co-workers and peers

  • Multi-task and perform multiple goals/objectives

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Helping People Thrive in a Connected World
We work with the world’s top brands to make smart devices simpler. Vehicles last longer. Homes more secure. Problems easier to solve. And we volunteer in communities all over the globe to help the world become a greener, better place. We come from a variety of countries, cultures, and backgrounds. But we’re united by our enduring values of common sense, common decency, uncommon thinking, and uncommon results. So connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.

For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.

Our Culture Defined
Our unique culture is a big reason why talented people choose Assurant and why they tend to stay. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We believe that staying on top doesn’t mean sacrificing our values. We believe clarity of vision and a sense of purpose will carry us forward. And we take charge of our own success. We call it The Assurant Way.

Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.

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