Senior Workforce Management (WFM) Supervisor

We are looking for a Senior Workforce Management (WFM) Supervisor with solid experience in call center, responsible for planning, monitoring, and optimizing resources to ensure service level fulfillment and operational efficiency. Main responsibilities: Lead the WFM team (RTA, Forecast, Scheduling). Supervise demand planning, forecasting, and scheduling. Monitor operations in real-time and ensure SLA and KPI compliance. Analyze trends and optimize processes to improve performance. Collaborate with other departments to identify areas for improvement and implement changes. Develop and maintain relationships with key stakeholders. Ensure compliance with company policies and procedures. Provide guidance and training to team members. Identify and address potential issues before they impact operations. Develop and manage budgets for WFM initiatives. Analyze and report on KPIs and SLAs. Develop and maintain dashboards and reports to track performance. Collaborate with IT to resolve technical issues. Ensure data integrity and accuracy. Provide input to process improvements and new initiatives. Identify and capitalize on opportunities for growth and improvement. Develop and implement strategies to improve customer satisfaction and loyalty. Analyze and report on customer feedback and sentiment. Develop and maintain relationships with key stakeholders. Ensure compliance with company policies and procedures. Provide guidance and training to team members. Identify and address potential issues before they impact operations.