Workforce Management (WFM) Forecast and Scheduling Supervisor

Plano

Texas

Other

2025-08-22

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Description

We are seeking a highly skilled and experienced Workforce Management Supervisor to join our dynamic call center team. The ideal candidate will be responsible for developing accurate forecasts, creating efficient schedules, and analyzing workforce data to optimize call center performance. This role requires a strategic thinker with strong analytical skills and a deep understanding of workforce management principles. Additionally, the candidate will oversee a team of real-time adherence coordinators across internal and Business Process Outsource (BPO) providers to ensure optimal performance and adherence to schedules.

Primary Responsibilities:

Lead the end-to-end Workforce Management (WFM) processes including short-term forecasting, interval staffing analysis, and schedule generation to support internal and outsourced contact center operations.

Supervise and coach a team of three Workforce Analysts and oversee real-time adherence performance of Business Process Outsource (BPO) vendor teams.

Ensure schedules are optimized to meet service level targets, including Answer Rate, Average Speed of Answer (ASA), and Occupancy metrics.

Provide daily supervision, performance feedback, and professional development to Workforce Management (WFM) team members and vendor real-time teams.

Oversee intraday performance management by guiding real-time teams in making adjustments to address staffing variances, call spikes, and unplanned events.

Collaborate with operations and HR teams to ensure staffing levels align with business needs and Local, State, Federal labor laws.

Analyze historical and real-time data to identify trends, recommend staffing strategies, and continuously improve forecast accuracy.

Prepare and present actionable insights and regular reporting on forecast accuracy, schedule efficiency, adherence, and key KPIs.

Utilize workforce management software to automate and streamline forecasting and scheduling processes.

Serve as subject matter expert and lead process improvements related to Workforce Management (WFM) systems, reporting, and best practices.

Develop and maintain accurate call volume forecasts using historical data, trend analysis, and predictive modeling techniques.
Manage and lead a team of real-time adherence coordinators across internal and Business Process Outsource (BPO) providers to ensure they are effectively monitoring and adjusting schedules in real-time.

Provide guidance and support to the real-time adherence team to address any immediate staffing issues and ensure compliance with SLAs.

Secondary Responsibilities:

Assist in the development and implementation of workforce management policies and procedures.

Provide training and support to junior analysts and call center staff on workforce management tools and best practices.

Participate in and/or lead projects aimed at improving contact center efficiency, customer satisfaction, and vendor alignment.

Stay updated on industry trends and advancements in workforce management technology.

Qualification

Minimum of 5 years of experience in workforce management with at least 1-2 years in a supervisory or lead role.

Bachelor’s degree in Business, Statistics, Mathematics, or a related field preferred.

Demonstrated expertise in contact center forecasting, scheduling, and reporting.

Strong leadership skills with experience managing high-performing teams.

Proficiency in NICE IEX workforce management software preferred or with other Workforce Management (WFM)software (e.g., Verint, Aspect).

Strong analytical and problem-solving skills, with the ability to interpret complex data sets.

Excellent communication and presentation skills.

Ability to work independently and as part of a team in a fast-paced environment.

Detail-oriented with a strong focus on accuracy and efficiency.

Advanced proficiency in Microsoft Excel and other data analysis tools.

Experience managing a team, preferably in a remote or outsourced environment.

About Public Storage

Since opening our first self-storage facility in 1972, Public Storage has grown to become the largest owner and operator of self-storage facilities in the world. With thousands of locations across the U.S. and Europe, and more than 170 million net rentable square feet of real estate, we're also one of the largest landlords.

We've been recognized as A Great Place to Work by the Great Place to Work Institute. And, our employees have also voted us as having Best Career Growth, ranked us in the Top 5% for Work Culture, and in the Top 10% for Diversity and Inclusion.

We're a member of the S&P 500 and FT Global 500. Our common and preferred stocks trade on the New York Stock Exchange.

Additional Information

Sponsorship for Work Authorization is not available for this posting. Candidates must be authorized to work in the U.S. without requiring sponsorship now or in the future.

Workplace

One of our values pillars is to work as OneTeam and we believe that there is no replacement for in-person collaboration but understand the value of some flexibility. Public Storage teammates are expected to work in the office five days each week with the option to take up to three flexible remote days per month.
- Our office is based in Plano, east of I75 near E. Park Blvd, just North of Historic Downtown Plano.

Public Storage is an equal opportunity employer and embraces diversity. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status. All qualified candidates are encouraged to apply.