eClerx · 1 day ago
Workforce Management Supervisor
Fayetteville, NC
Full-time
Onsite
Mid Level
$15.50/hr - $15.50/hreClerx is seeking a motivated and experienced Workforce Management Supervisor to support Customer Operations by ensuring effective workforce planning, real-time management, and operational excellence. The ideal candidate will have strong analytical and leadership capabilities, with responsibilities including developing agent schedules, managing real-time operations, and preparing operational reports.
AccountingAnalyticsContentDigital MarketingFinancial Services
Responsibilities
Develop and manage agent schedules, daily staffing plans, and adherence strategies
Plan and execute on-floor staffing activities to ensure optimal coverage
Manage breaks and real-time resource availability on the operations floor
Run day-to-day operations to maintain key Workforce Management KPIs such as shrinkage, schedule adherence, and productivity
Perform real-time monitoring independently to ensure SLA compliance
Identify staffing gaps or performance issues and take proactive corrective actions
Coordinate closely with Operations Managers and Team Leads to address real-time observations
Communicate effectively and ensure closed-loop communication with operations
Prepare and distribute daily, weekly, and ad-hoc operational and production reports
Update and maintain accurate status information in internal systems and client tools
Analyze performance trends and conduct root cause analysis to recommend improvements
Meet and exceed process expectations with high-quality standards and strict SLA adherence
Demonstrate a strong sense of ownership to ensure tasks are completed accurately and on time
Collaborate cross-functionally to execute tasks within defined timelines while maintaining superior service levels
Take proactive actions and assume responsibility beyond assigned work areas when required
Qualification
Required
Strong knowledge of agent scheduling, on-floor staffing, and real-time workforce management
Proven experience coordinating with Operations Managers, Leads, and cross-functional teams
Excellent problem-solving, analytical, and root cause analysis skills
Ability to quickly assimilate process knowledge and adapt to perpetual business changes
Professional conduct with strong verbal and written communication skills
Working understanding of web technology and cable setup
High reliability in attendance, punctuality, and shift flexibility
Ability to analyze data, evaluate outcomes, and implement optimal solutions
Strong sense of accountability with a proactive and ownership-driven mindset
Preferred
HS Diploma or equivalent work experience preferred
Prior experience as a Workforce Management Supervisor, APM, or RTM lead is highly desirable
Experience supporting 16×7 operations preferred
Benefits
Joining Bonus - $200 (Payable in the first check after the 60 th day of employment) – Employee should be active on the date of paycheck.
Company
eClerx
eClerx offers digital marketing, creative and content production, market intelligence, financial support, and accounting services.
Founded in 2000
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$436.53MKey Investors
Peak XV Partners
2010-03-10Post Ipo Equity· $6.53M
2009-08-14Post Ipo Secondary· $430M
2007-12-31IPO
Leadership Team
Kapil Jain
MD & CEO
Anjan Malik
Co-founder and Director
Recent News
Business Standard India
2025-12-17
Company data provided by crunchbase