Workforce Supervisor

About DME Serve:

Founded in 2021, DME Service Solutions, LLC strives to be the industry leader in global call center business process outsourcing service solutions. We are passionate about business growth, working to understand customers’ needs while collaborating to develop solutions. Our mission is to develop our clients’ brand value through positive customer experiences, while also helping them meet their strategic business goals. At DME Service Solutions, diversity, equity, and inclusion are more than words – it’s who we are. Our commitment to these values is unwavering. Our agents are passionate about serving communities of all backgrounds. Innovation and integrity are the core values of our business philosophy. Our employees receive a world-class employee experience and benefits, they pay that forward with their service to our clients and their customers. DME is dedicated to supporting the Healthcare industry; Our clients consist of biotech companies, medical device manufacturers and medical supply distributors

Essential Duties and Responsibilities:

• Ensures adherence to policy for Assurant Solutions, Contact Center Support and the WFM Site Teams and secures appropriate approvals
• Hires, develops, evaluates, and (when necessary) disciplines and discharges subordinate personnel or makes authoritative recommendations in such matters
• Administers standards for effective job performance and evaluates subordinates according to such standards
• Partners with the Manager of WFM & Communication, as well as the Learning & Development team, to develop & maintain workforce management analysts
• Supports the Manager of WFM & Communication in the maintenance of an effective organization for the area(s) of responsibility, including establishing performance standards; effective delineation of duties and responsibilities; ensuring that staffing in each location is efficient to maintain operational objectives
• Analyzes call and AHT trends to predict short-term staffing needs
• Proactively monitors, addresses staffing, and tracks overs and under.
• Administers/Audits policies and procedures to ensure data accuracy and maintain system integrity in the Aspect Workforce Management Software system
• Develops and maintains documented procedures for WFM Team – trouble shoot system problems
• Maintains effective communication with other departments when WFM Team procedures impact them. Strong interaction with operations, human relations, and payroll segments. Proactive engagement with other members of Contact Center Support and/or Operations to achieve SLA objective
• Coordinates with subordinates and the Contact Center Support Team to identify opportunities for service improvements and cost efficiencies
• Analyzes and resolves service delivery issues not resolved by call center management or site workforce analysts. Receives and investigates all complaints concerning his or her area of responsibility and its personnel
• Remains abreast of developments in Workforce Management by pursuing a program of self-development, participating in professional organizations, interacting with peers, reviewing pertinent literature, and so forth. Incorporates advancements when practicable and cost-effective
• Directs the preparation of records as well as recurring and special reports and analyses for areas of responsibility
• Participates in the development of short- and long- term goals and plans for his or her work group. Complete mid-year reviews and annual reviews as required
• Oversees the team workload and ensures work is distributed appropriately and that all standards are met on a daily, weekly, and monthly basis. Delegate responsibilities to team members as appropriate. Ensure service levels are met
• Maintains records related to work group performance, attendance, payroll, budget and expenditures. Prepares or assists in the preparation of related reports. May conduct or participate in the analysis and resolution of operational issues

Required Qualifications:

• Bilingual – English/Korean; any additional languages welcome
• Excellent customer service and people skills; must be able to work independently and with a team.
• Must have 6 months to one year of customer service experience (heavy phone volume and data entry strongly preferred)
• Strong phone and verbal communication, including excellent active listening skills.
• Ability to set priorities and manage time effectively.
• Proficiency with computers and software such as Microsoft Suite applications and Salesforce

Preferred Qualifications:

• Bachelor’s Degree / Undergraduate degree or equivalent experience
• Team player with a positive “can-do” attitude
• Able to work under pressure and think clearly in challenging situations
• Ability to multi-task and prioritize effectively
• 3 years experience in a Planning, Analytical, and Forecasting function within a call center environment with two to four years in a leadership or project management role
• Workforce experience in a multi-site call center environment (preferably in a supervisor role)
• Experience in developing, and hiring new teams (preferably workforce management)
• Experience working in multi-site, multi-product, multi-language call center environments from a workforce perspective
• Well-developed interpersonal skills promoting team participation with assigned staff
• Motivational methods to improve and develop assigned staff
• Ability to engage co-workers and peers