Workforce Management Supervisor
Workforce Management Supervisor (Remote, Florida residents only)
211 Broward
The Workforce Management Supervisor supports 211 Broward’s 24/7 helpline by ensuring effective staffing, scheduling, and system operations that allow counselors to deliver timely, high-quality support to the community. Working closely with helpline leadership, technical teams, and frontline staff, this role helps maintain efficient call center operations and reliable service delivery.
Responsibilities include managing workforce schedules, monitoring real-time staffing and adherence, supporting forecasting and operational needs, maintaining telephony, chat, and database systems, troubleshooting technical issues, documenting processes, and communicating staffing or system updates to leadership and staff. The Supervisor also supports process improvement, participates in ongoing training, and ensures best practices in workforce management and call center operations.
This is a full-time, remote position for Florida residents, operating within a 40-hour workweek with flexible daytime scheduling.
Candidates must demonstrate strong technical aptitude, attention to detail, problem-solving skills, and experience in call center workforce management.
The Workforce Management Supervisor reports to Helpline Leadership.