Posted on: 02-12-2014
Position Title: Supervisor – Traffic – Workforce Management
Job Location: Overland Park, KS
Job Requisition: 544431

  • Responsible for development and management of direct reports
  • Direct the work of the WFM team to meet service level goals
  • Primarily responsible for forecasting workloads, forecasting resources required to process workloads, scheduling resources, managing real-time adjustments to resources, and generation of reporting and analysis required to manage these processes efficiently
  • Work with business leadership to coordinate processes to meet the operational and strategic needs of the business, to advise on potential opportunities or hazards that affect the business’ ability to meet strategic goals, and to solicit feedback that influence the operations of workforce management
  • Reviews and approves a monthly summary from the WFM team that details forecast-to-actual workload variance, the impacts, and determines if adjustments to future forecasts are necessary
  • Produces and implements automation or procedural changes to increase productivity, accuracy and improve workflow
  • Interact with various internal operating groups like HR, IT, QA and Training who all play a critical role in the success of the operation
  • Assists in implementation of workforce management software and related technology
  • Assists analysts with preparation of new reports, presentations, or survey information
  • Performs other related duties and assignments as required
  • Excellent communication and interpersonal skills
  • Excellent organizational skills
  • Demonstrated ability to use good judgment and logical reasoning