Willis Towers Watson Workforce Supervisor in South Jordan, Utah

Workforce Supervisor

Date Posted: May 3, 2018


Not ready to Apply? at https://willistowerswatson.avature.net/WTWTalentNetwork


Key Responsibilities:

  • Lead and develop Individual Marketplace Workforce Management (WFM) team

  • Oversee scheduling process to ensure adequate phone coverage for all groups over all hours of operation

  • Moderates use of Time Off, leaves of absence and serves as liaison to Human Resources and floor management regarding appropriate communication of agent use.

  • Monitors real time contact volume and associated service levels and staffing requirements.

  • Trends real time call arrival patterns and adjusts staffing accordingly.

  • Identify call routing anomalies using Cognos reporting and monitoring applications.

  • Analyze real time contact center performance for same day staffing adjustments and call routing re-alignments.

  • Assist in integration of new Genesys WFM platform

  • Escalates contact center interruptions to appropriate business continuity leaders in a timely fashion.

  • Coordinate training needs as requested from Training department and Senior Management.

  • Maintain current and accurate agent group inventory

  • Ensure performance reporting is accurate and timely and coordinate reporting needs with Business Intelligence.

  • Manage Bi-Weekly payroll for contact center staff including post payroll escalations

Success in this role means you effectively:

  • Exercise good judgement in sometimes difficult or ambiguous situations.

  • Communicate to a variety of audiences, including Senior Management, Human Resources, and Training.

  • Engage the curiosity of your team, peers and self to drive innovation.

  • Inspire your team with a passion for excellence.

  • Remain flexible in a selfless drive to serve your team and our members.

  • Collaborate across the organization valuing the inclusion of varying perspectives.

  • Display the integrity required to hold yourself and your team accountable to accomplishing amazing amounts of high impact work.

  • Strive to follow the Willis Towers Watson values

The Requirements

  • A high school diploma or GED equivalent (Bachelor’s degree preferred)

  • 3-5 years of contact center supervisory experience

  • 3-5 years of Workforce Management experience

  • Proven success with building, leading, and motivating a team

  • Strong analytical and behavioral problem solving skills

  • Proficient in MS Excel

  • Experience in working with WFM software

  • Ability to travel within the US

Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

The Company

Willis Towers Watson is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, Willis Towers Watson has 40,000 employees serving more than 140 countries. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas – the dynamic formula that drives business performance. Together, we unlock potential. Learn more at willistowerswatson.com.

Willis Towers Watson is an equal opportunity employer

Willis Towers Watson is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.

Equal Employment Opportunity: Know your rights at https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf .

Unsolicited Contact: Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Willis Towers Watson are considered property of Willis Towers Watson and are not subject to payment of agency fees. In order to be an authorized Recruitment Agency/Search Firm for Willis Towers Watson, any such agency must have an existing formal written agreement signed by an authorized Willis Towers Watson recruiter and an active working relationship with the organization. Resumes must be submitted according to our candidate submission process, which includes being actively engaged on the particular search. Likewise, for our authorized Recruitment Agencies/Search Firms, if the candidate submission process is not followed, no agency fees will be paid by Willis Towers Watson. Willis Towers Watson is an equal opportunity employer.


Not ready to Apply? at https://willistowerswatson.avature.net/WTWTalentNetwork


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  • Location:South Jordan, UT, USRichardson, TX

  • Date Posted:May 3, 2018