Since 1946, Kelly has built a proud tradition of helping people find great work suited to their skills, needs and lifestyles. With over 40 offices in Canada and across 33 countries and territories, Kelly has the industry connections and global reach to find you the opportunity you're looking for. We're the most respected and trusted name in staffing, and we're ready to work for you.

We are looking for a permanent Operations Supervisor in Workforce Management. 

This position is responsible for the overall management of forecasting, scheduling, reporting and related workforce staff for all customer response sites.

Responsibilities:

• Forecasting/Scheduling:
• Forecasting on a monthly and quarterly basis
• Evaluate forecast validity & schedule performance to determine where adjustments are required
• Minimization of all "downtime" through proactive management, collaboration and escalation to leadership team
• Work with leadership team to ensure adequate time allowance for shift changes effecting staff
• Collaborate with the leadership team and the Training Department to identify opportunities to schedule staff development and refresher training

Staffing:

• Manage the staffing requirements based on call arrival patterns for IMRM/DP and make recommendations to Director/Managers
• Ensure that appropriate staffing levels are in place to meet customer service level goals
• Development and assignments of schedules to maximize the utilization of labor and reduce operating costs
• Develop all scheduling templates for new and existing business.  Assist leadership team in short and long term planning with regards to staffing needs

Reporting/Analysis:

• Provide accurate, periodic reports of types of calls, call volume, adherence, compliance, scheduling and staffing and any other reports required by the Management team (review current reports and make recommendations for consolidation etc.)
• Manage the collection and tracking of call volumes, ASA, abandoned data used in forecast development
• Analyze daily call totals for IMRM/DP to identify trends and communicate recommendations for reallocation of resources or schedules to leadership team

Other Responsibilities:

• Back up for Support Center Associate.  In the absence of this individual, you will be required to assist the Customer Response team with any computer issues, printer issues, security badges, etc.
• Special Projects as assigned

Experience:

• Experience of scheduling processes and automated software
• Excellent business analytical skills
• Good verbal and written communication skills
• Strong organization and time management skills
• Strong word processing and spreadsheet software skills
• Ability to manage coordinator workflow, manage tasks and establish priorities
• Ability to work independently and handle multiple tasks, details and interruptions
• Ability to anticipate, make decisions and resolve problems

If you are interested in this career opportunity, please forward a cover letter and resume, citing competition number OS0708-CB, to wetmok1@Kellyservices.com or submit via fax to (506) 653-9310.

Kelly Services, Inc. is a Fortune 500 company headquartered in Troy, Mich., providing employment to more than 700,000 employees annually, with skills including office services, accounting, engineering, information technology, law, science, marketing, light industrial, education, and health care. Kelly Services is an Equal Opportunity Employer.

Through KellyDirect, our direct-hire recruiting program, Kelly places talented candidates with premier companies. Enjoy the excitement of a new career and the reassurance of a permanent position from the day you start.