Skip to main content
High angle portrait of a young woman using her laptop indoorsHigh angle portrait of a young woman using her laptop indoors

Supervisor, Command Center WFM

Apply Now
Apply Now

Description

The Command Center Supervisor will be responsible for directly leading the Jr. Business Analyst team and all efforts to ensure timely and quality team productivity. The Command Center Team Lead will oversee all intraday initiatives and maximize utilization of available resources. Furthermore, the Command Center Team Lead will maintain professional, productive relationships with Command Center leadership, business customers, and stakeholders conducive of exceptional performance execution.


  • Develop, lead, and manage team of Jr. Business Analysts across multiple sites
  • Effectively communicate objectives, goals, and deadlines to team, all conducive of meeting service level agreements set forth by investors
  • Directs the performance of the staff through effective coaching, training, and performance to achieve established goals
  • Ensure Jr. Business Analysts enter all standing scheduling Command Center activities timely via WFM system (Calabrio)
  • Assist Jr. Business Analyst team with day-to-day productivity
  • Consistently monitor, measure, and evaluate Jr. Business Analyst team day-to-day productivity
  • Review ad-hoc scheduling requests from business customers to ensure requests align with defined business objectives
  • Reviews policy and procedures to ensure consistency, accuracy, and quality within Command Center WFM
  • Serve as subject matter expert, owner, and advocate for systems, tools, and procedures in place, constantly reviewing ways to enhance and improve
  • Serves as the subject matter expert and escalation point for staff and members regarding Dialer and WFM operations
  • Set appropriate communication expectations to our business customers
  • Collaborate with Command Center Business Analyst for scheduling activity optimization
  • Coordinate, create, and maintain schedules for Jr. Business Analysts team to ensure adequate staffing at all times 
  • Provides monthly summary to Manager on Jr. Business Analyst team performance
  • Maintains up-to-date knowledge, understanding, and documentation of required State, Federal, CFPB, and Investor guidelines
  • All other duties as assigned

Other Related Duties:
Performs other related duties as assigned.

Leadership Responsibilities:

Lead staff and carry out leadership responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; addressing escalated concerns and resolving problems with Command Center Management.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Education and/or Experience:

Bachelor's degree (B.A.) from four-year College or University or equivalent work experience. Three to five years of experience in a Workforce Management position, or an equivalent combination of education and experience.

Language Skills:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Reasoning Ability:

Ability to carry out detailed written and/or verbal instructions. Ability to solve problems involving concrete variables in standardized situations. Ability to define problems, collect data, establish facts, and draw valid conclusions.

Physical Demands :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is frequently required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms.  The employee must occasionally lift and/or move up to 10 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Employer's Rights:

This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks and functions listed in this job description. The employer has the right to revise this job description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

#CB
#LI-EE1