Workforce Management Supervisor

Interstate Waste Services is the most progressive and innovative provider of solid waste and recycling services in the country! We primarily service Northern New Jersey, Southern New York State, New York City, with a landfill located in Ohio, where we also own and operate a state-of-the-art rail-served landfill. We cater to a diverse range of residential, industrial, and commercial customers. Our mission has always been to provide our customers with the highest quality waste, recycling, and environmental services, while keeping focus on employee, customer, and environmental safety. 

What makes our company culture unique is we have mastered the ability to balance the standards of a large corporate company while maintaining our small business family style culture. 

Summary:  We value people that are passionate about providing excellent customer service. Our employees thrive in being part of a team who creates and cultivates professionalism in the workplace. Our focus of expertise is Service, Customer Service, business-to-business (B2B) and business-to-consumer (B2C).

The WFM Supervisor will be responsible for facilitating all day-to-day activities of the call center operations and analyzing operational performance by utilizing WFM systems, building optimum, statistically valid, forecasts to drive ideal staffing levels ensuring resource needs are met across all markets, and consistently achieving service level goals by efficient headcount management. In addition, these duties include administering all WFM platform builds, enhancements, upgrades, and implementations whether software or business unit driven.

• Forecasting interaction volumes by predicting the volume of incoming customer interactions over various intervals.
• Create, delegate and manage agent scheduling based on forecasted demand ensuing balanced service levels, cost efficiency, and employee satisfaction.
• Manage intraday activities by dynamically adjusting to unexpected changes (i.e. absenteeism) ensuring consistent service levels.

• Responsible for managing and monitoring best-in-class call center metrics such as: First call resolution (FCR) rate, Average Handing Time (AHT), Average Speed of Answer (ASA), Occupancy rate, schedule adherence, schedule adherence, and abandon rates.
• Build out and maintain CS Dashboards; real-time display of queues and SLA’s.
• Coordinates huddles, team & staff meetings and training schedules.
• Mentors and trains supervisor to ensure exceptional core metrics, productivity, customer service and reporting.
• Manages processes within the call center and makes changes to maximize the efficiency and effectiveness of call center associates’ efforts which include but not limited to quality monitoring, coaching for success, and corrective action plans.
• Acts as the point of contact for communication with the local call center managers and supports the national Oceana team with resolving issues that could affect call center operations.
• Participates in the recruiting, selection, hiring and onboarding of all call center associates.
• Collects, analyzes, maintains, and interprets data and makes recommendations regarding Call Center Operations.
• Responsible for ensuring all staffing workforce plans are in place for the leadership team to meet and exceed service metrics daily and adjust to operating needs.
• Led VOC initiatives, identifying and improving pain points across phone, chat, and email channels.
• Provide daily, weekly, monthly and ad hoc data analysis.

• Bachelor’s degree
• Expert knowledge of call center technology, including call routing, workforce management, and call center telephony required.
• 5+ years of inbound/outbound call center.
• 2+ years of business experience as a manager/supervisor.
• Experience with Workforce WFM technology platforms, processes and systems, and tools is required
• BI reporting experience is preferred
• Ability to present complex data in simple, uncluttered manner based upon the audience
• Exceptional analytical & critical thinking and communication skills (verbal, written, & presentation).
• Fierce ability to understand, analyze, and accurately report on call center metrics and statistics
• Proactively lead multiple teams by providing clear guidance on performance expectations and work.
• Good understanding of technology and ability to translate the business needs into concrete capabilities.
• Knowledge of cloud-based software and versed in PCI compliance regulations.

• RFP (Request for Proposal) and SOW (Scope of Work) expertise, contract negotiation skills
• Exudes grace under pressure, clear and unbiased thinking.
• Ability to manage multiple competing priorities and work at a relatively fast pace.
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Emphasized focus on quality.

This job description is intended to be an accurate representation of the general functions of the job, rather than exhaustive list of duties, responsibilities, or experience. Other duties may be assigned, requested, or required. Aspects of the job may be altered without notice.

Interstate Waste Services provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.