Workforce Management Supervisor

Role Responsibilities

Workforce Management Supervisor leads the execution of workforce forecasting, scheduling, real-time monitoring, and performance reporting. The Supervisor ensures that workforce management (WFM) strategies are effectively implemented by guiding a team of coordinators and collaborating across departments. Through data-driven decision-making and proactive resource alignment, the role plays a critical part in achieving service level targets and enhancing operational efficiency. The role provides data analysis and reports to management, senior management, and Executive Directors. 

Reporting to the Manager, this position oversees the analysis and reporting of workforce data to support operational excellence:
- Provide front-line leadership in troubleshooting workforce management issues for WFM Coordinators and branch operations.  
- Monitor forecast accuracy and investigate discrepancies in volume and queue performance.  
- Guide the team in resolving real-time operational challenges.  
- Apply sound judgment and analytical insight to ensure reporting tools are accurate and reflect operational realities.  
- Enable informed decision-making that maintains service levels and optimizes resource deployment across the branch.
- Provides strategic analysis and continuous improvement including preparing and presenting workforce metrics, trends and recommendations to management. 
- Addresses employee relations issues, including conflict resolution, performance concerns, and disciplinary actions in alignment with HR policies and collective agreements. 
- Manages workforce planning, recruitment, and retention efforts to ensure operational efficiency and team stability.

Please click on this link to view the job description for this position.

APS Competencies

Competencies are behaviors that are essential to reach our goals in serving Albertans. We encourage you to have an in depth understanding of the competencies that are required for this opportunity and to be prepared to demonstrate them during the recruitment process.

This link will assist you with understanding competencies:
https://www.alberta.ca/system/files/custom_downloaded_images/psc-alberta-public-service-competency-model.pdf.

Systems Thinking - Integrates broader context into planning:

• Plans for how current situation is affected by broader trends
• Integrates issues, political environment and risks when considering possible actions
• Supports organization vision and goals through strategy
• Addresses behaviours that challenge progress

Develop Self and Others - Champions development and learning in all groups:

• Actively learns about the broader organization
• Brings others together to identify issues and successes, and takes a systems thinking approach
• Champions development and leadership building
  
  

Creative Problem Solving - Works in open teams to share ideas and process issues:

• Uses wide range of techniques to break down problems
• Allows others to think creatively and voice ideas
• Brings the right people together to solve issues
• Identifies new solutions for the organization

Agility- Proactively incorporates change into processes:

• Creates opportunities for improvement
• Is aware of and adapts to changing priorities
• Remains objective under pressure and supports others to manage their emotions
• Proactively explains impact of change on roles, and integrates change in existing work
• Readily adapts plans and practices

Develop Networks - Makes working with a wide range of parties an imperative:

• Creates impactful relationships with the right people
• Ensures needs of varying groups are represented
• Goes beyond to meet stakeholder needs
• Ensures all needs are heard and understood

Build Collaborative Environments – Involves a wide group of stakeholders when working on outcomes:

• Involves stakeholders and shares resources
• Positively resolves conflict through coaching and facilitated discussion
• Uses enthusiasm to motivate and guide others
• Acknowledges and works with diverse perspectives for achieving outcomes

Qualifications

University graduation in a related field plus 4 years progressively responsible related experience; or equivalent as described below. 

Equivalency: Directly related education or experience considered on the basis of: 1 year of education for 1 year of experience; or  1 year of experience for 1 year of education.

The ideal candidate brings supervisory experience and a strong understanding of contact centre operations and Workforce Management practices, including forecasting, scheduling, and real-time management. They are skilled in WFM software (e.g., NICE), proficient in Microsoft Office, and capable of leading teams in fast-paced environments. Strong communication, analytical thinking, and attention to detail are essential to drive performance and support operational goals.

• Must have working knowledge of SharePoint and Teams
• Expert knowledge of NICE Workforce Management software
• Working knowledge of CXOne contact centre software
• Intermediate to advanced Excel skills
• Understanding of statistical analysis
• Experience in identifying trends and patterns

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification. 
Refer to https://www.alberta.ca/alberta-public-service-minimum-recruitment-standards

Notes

Work hours are Monday to Friday from 8:15am to 4:30pm.

In your resume, please include dates (including months and years) associated with all education and work experience. Also, please indicate whether your work experience is casual, part time or full time. Your cover letter and resume will be used as a screening tool to assess your written communication.

Final candidates will be required to undergo a security screening.

Any costs associated with obtaining the required documents/checks as noted will be the responsibility of the candidate. 

Links and information on what the GoA have to offer to prospective employees.

• Working for the Alberta Public Service - https://www.alberta.ca/advantages-working-for-alberta-public-service.aspx.
• Public Service Pension Plan (PSPP) - https://www.pspp.ca.
• Alberta Public Service Benefit Information - https://www.alberta.ca/alberta-public-service-benefits.
• Professional learning and development - https://www.alberta.ca/professional-development-support-directive.
• Research Alberta Public Service Careers tool – https://researchapscareers.alberta.ca.
• Positive workplace culture and work-life balance.
• Leadership and mentorship programs.