A hands-on supervisor role responsible for workforce management across email, chat, and phone channels, including anticipating volume, maintaining schedules, and managing real-time queue performance while partnering with BPO teams.
Salary Range $56,000 - $66,000
- Monitor email, chat, and phone queues throughout the day
- Track volume, backlog, SLA risk, adherence, and productivity
- Adjust skills and rebalance agents proactively to maintain service levels
- Keep BPO scheduling shells current and aligned to volume
- Flag coverage gaps with recommendations
- Bachelor's degree preferred
- Nice to have: BPO management
- Nice to have: WFM platforms
- Nice to have: CSR tools
- Nice to have: Salesforce.com
- health insurance
- life and disability insurance
- 401K employer matching program
- paid holidays
- paid time off (PTO)