Supervisor- Workforce Management

Overview

Aspire to Grow

When was the last time you experienced the impact of your work? Our back-office customer service team thrives on building meaningful relationships with educators and learners. With that comes the unique opportunity to join us as our new Supervisor- Workforce Management to impact lives across the world and experience first-hand the difference your hard work makes. 

What is this about?

As our new

Supervisor- Workforce Management

, you are responsible for monitoring real-time activities across multiple teams within Customer Experience. Monitoring consists of meeting service level targets (phone, chat and email), maintaining efficient staffing levels and resource allocation of cross trained resources between the departments. Additional Supervisor responsibility of supporting the Time and attendance team that monitors agent time records for payroll.

• This role requires working 6:30 PM - 3:00 AM IST, with flexibility to adjust to 5:30 PM - 2:00 AM IST during U.S. daylight savings time.
• This is a remote opportunity, but the ideal candidates should reside within Noida/Greater Noida/Delhi location.
  

A typical day might include

• Supervisor of the Workforce Management Real Time Analysts that monitor operations support for Technical Support, Customer Service and Backoffice departments.
• Coach, manage and develop members of the Workforce Management Real Time and Timekeeping team including weekly 1:1 meeting.
• Analyze and review daily performance metrics and make recommendations based on trends.
• Track real-time service levels and performance.
• Monitor and manage staff schedules to ensure necessary coverage.
  

You should apply if:

• 5+ years of Workforce Management and Timekeeping Supervisory experience.
• Advanced knowledge of NICE IEX.
• Advanced knowledge of timekeeping solutions (UKG, Workday, etc.)
• Advanced knowledge of Verizon Contact Central (VCC) and Advanced knowledge of Excel.
• 3+ years of supervising, coaching and mentoring a team.
• Detail oriented and strong communication skills.
  

Why work for us?

There has never been a better time to join McGraw Hill. In our culture of curiosity and innovation, you will be able to own your growth and develop as we do!McGraw Hill recruiters always use a “@mheducation.com” email address or communicate through our Applicant Tracking System, iCIMS. Any variation of this email domain should be considered suspicious. Additionally, McGraw Hill recruiters and authorized representatives will never request sensitive information in email.49117