Workforce Supervisor

At Alorica , we’re redefining what it means to deliver amazing customer experiences. We’re a global leader in customer experience (CX) solutions , supporting the world’s most respected brands across industries like tech, travel, healthcare, finance, and more.

With over 100,000 team members in 18 countries , Alorica offers scalable CX services—including customer care, technical support, sales, and back-office solutions—delivered through people, processes, and technology that put the customer first.

But it’s not just what we do—it’s how we do it. At Alorica, you’ll find a people-first culture , a commitment to growth and development , and a mission to make lives better… one interaction at a time. Join us and discover a workplace where diversity, inclusion, and career opportunity thrive .

A BRIEF OVERVIEW

Responsible for developing and maintaining workload and staffing forecasts, analysis tools and reports, and weekly to interval-level staffing requirements for long-term scheduling. Presents forecasts and recommends staffing plans to management to ensure optimal service levels are met.

YOUR DAY-TO-DAY

• Partners with operational leadership to ensure service levels and adherence metrics are met.
• Supervise and support a team of schedulers and RTAs, ensuring strong team culture, performance, and alignment with service level goals.
• Monitor scheduling, forecasting, and adherence in workforce platforms to ensure real-time and long-term operational efficiency.
• Partner with operations and other key stakeholders to drive planning discussions, hiring ramps, and support for business changes.
• Analyze performance metrics and deliver daily, weekly, and monthly reports to internal leadership and clients.
• Ensure staffing coverage, escalate risks to service delivery, and lead weekly planning meetings with Training, Recruiting, and Ops. Lead by example through consistent coaching, team development, and performance management of direct reports.

WHAT YOU BRING TO THE TABLE!

• Minimum 3 years of experience in Workforce Scheduling or Analyst roles, preferably in a contact center environment. Familiarity with Aspect (Alvaria) and Amazon Connect platforms.
• Strong knowledge of scheduling, forecasting, capacity planning, and real-time workforce operations. Intermediate to advanced Excel skills; experience with Power Query is preferred.
• Advanced English level (B2 min) with excellent written and verbal communication skills. Strong analytical and problem-solving skills, with the ability to multitask in a fast-paced, dynamic environment.
• Must be 100% onsite, available for AM/PM shifts including weekends and holidays; proximity to site is preferred.