Quality Workforce Management Supervisor at J&B Medical Supply Co Inc

Wixom, Michigan, United States -

Full Time

Start Date

Immediate

Expiry Date

07 Sep, 26

Salary

80000.0

Posted On

09 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Workforce Management, Quality Assurance, Leadership, Forecasting, Capacity Planning, Real-time Performance Management, Data Analysis, Coaching, Scheduling, Reporting Automation, Microsoft Excel, SQL

Industry

Medical Equipment Manufacturing

Description

Description The Quality / Workforce Management (WFM) Supervisor is responsible for leading the day-to-day operations of both the Workforce Management and Quality Assurance teams within the contact center. This role directly supervises WFM and QA personnel, oversees real-time performance management, scheduling, forecasting support, quality monitoring, and assists with AI-driven reporting initiatives. The Quality / WFM Supervisor partners closely with operations leadership, training, HR, and business stakeholders to ensure service level goals, productivity targets, quality standards, and customer experience objectives are consistently achieved. Essential Functions: · Lead and supervise the daily activities of Workforce Management and Quality Assurance team members, including Real Time Analysts (RTAs), schedulers, workforce coordinators, and QA Analysts. · Provide ongoing coaching, mentorship, and professional development opportunities for WFM and QA staff. · Conduct regular training sessions with team members. · Support employee engagement initiatives and foster a collaborative, service-oriented team environment. · Assist with interviewing, onboarding, training, and performance management activities. · Monitor real-time contact center performance including service levels, occupancy, queue health, adherence, and staffing coverage. · Direct intraday staffing adjustments based on call volume fluctuations, absenteeism, outages, and operational priorities. · Coordinate schedule modifications, breaks, lunches, overtime, and off-phone activities to maintain service objectives. · Communicate real-time operational updates and staffing recommendations to leadership teams. · Escalate operational risks and provide actionable recommendations to mitigate service impacts. · Developing short-term and long-term forecasts · Review forecasting trends, staffing models, shrinkage assumptions, and scheduling effectiveness. · Support capacity planning and hiring recommendations based on business trends and projected demand. · Generate and distribute workforce management reports, dashboards, and operational performance summaries. · Analyze key performance indicators including service level, occupancy, adherence, absenteeism, and productivity metrics. · Identify operational trends, risks, and improvement opportunities through workforce analytics. · Present findings and recommendations to leadership teams to support strategic decision-making. · Assist with AI-driven reporting initiatives, including supporting the development, maintenance, and optimization of automated analytics tools and dashboards aligned with organizational productivity and operational performance goals. · Partner with the Workforce Manager on technology-driven improvement projects, including AI tool implementation, data pipeline development, and reporting automation. · Partner with operational leadership to prepare staffing plans for new business, seasonal demand, and organizational changes. · Analyze historical data and workforce trends to improve forecast accuracy and operational planning. · Directly supervise Quality Assurance Analysts, providing day-to-day oversight, coaching, and performance management in alignment with organizational quality standards. · Ensure the QA team consistently applies evaluation standards and calibration practices aligned with organizational compliance and customer experience expectations. · Review quality trend reporting produced by the QA team and translate findings into actionable coaching plans and performance improvement strategies for operations leadership. · Coordinate quality calibration sessions with supervisors, trainers, and operations leaders to promote scoring consistency and shared accountability for quality outcomes. · Support documentation and maintenance of quality standards, scorecards, and QA procedures in alignment with regulatory and organizational requirements. · Partner with Operations, Training, Quality Assurance, HR, and IT teams on workforce initiatives and operational improvements. · Assist with implementation and optimization of workforce management tools and technologies. · Maintain workforce management procedures, documentation, and best practices. · Participate in process improvement initiatives focused on efficiency, customer experience, and employee effectiveness. Stay current on workforce management best practices, reporting methodologies, and contact center technologies. Requirements Competency: · Strong leadership, coaching, and mentorship abilities. · Excellent analytical and problem-solving skills. · Strong written and verbal communication skills. · Ability to manage multiple priorities in a fast-paced environment. · Strong organizational skills and attention to detail. · Ability to adapt quickly to changing operational conditions. Supervisory Responsibilities: · Directly supervises Workforce Management and Quality Assurance personnel in accordance with company policies and applicable employment laws. · Responsible for employee mentoring and development planning. · Provides leadership and guidance to support team growth, operational consistency, and succession planning within the WFM and Quality Assurance functions. Preferred Education and Experience: · High school diploma or equivalent required; associate or bachelor’s degree preferred. · Minimum of 5 years of workforce management, quality assurance, contact center operations, or related leadership experience. · Previous supervisory or team leadership experience preferred. · Experience with workforce management platforms such as RingCentral, NICE CXone, Verint, Aspect, or similar systems. · Advanced Microsoft Excel and reporting skills. · Experience with SQL, dashboard development, forecasting models, reporting automation, or AI-driven analysis preferred. · Experience with quality assurance programs, call monitoring, and evaluation methodologies preferred.

Responsibilities

Lead the daily operations of the Workforce Management and Quality Assurance teams to ensure service level goals and quality standards are met. Oversee real-time performance, forecasting, and AI-driven reporting initiatives while providing coaching and mentorship to staff.