Workforce Supervisor (RMG Supervisor)

Position Purpose:

The Workforce Supervisor is responsible in the supervision and monitoring of Real Time Analysts

through coaching and feedback. He/She will be directly reporting to the Workforce Manager.

Essential Functions and Responsibilities:

Monitor project performance and communicate with internal and external partners.

Provide guidance to the workforce team about appropriate actions to improve or maintain

project performance levels.

Participate in the daily activities of the business from a leadership and decision making stand

point. Attends internal and external partner meeting that concerns both workforce and

reporting.

Monitor team communications for usefulness, timeliness and accuracy.

Performs tasks as per client or management directive (adhoc reports and analysis, call

observation)

Provide coaching, feedback and developmental plans to Real Time Analysts assigned and

including the following:

Timekeeping management

Team Attendance management

Regular Coaching sessions with analysts