Quality Workforce Management Supervisor

{
  "content_hash": "72a77a7b038717587c9a8fea225ce488828cfa44aed96ec23b1076e3e0122353",
  "source_hash": "855595121a4bd1ad883451f1332c442ea240dd54765a1309ec62febdeee63e17",
  "last_changed_at": "2026-06-11T13:44:33.508Z",
  "active_status": "deleted"
}

{
  "language": "en",
  "location": {
    "raw": "JBM Wixom",
    "city": "Wixom",
    "region": "MI",
    "country": "United States",
    "is_remote": false,
    "confidence": 0.8
  },
  "salary_max": null,
  "salary_min": null,
  "inferred_at": "2026-06-09T13:45:27.008Z",
  "launch_scope": {
    "reason": "paylocity_production_catalog",
    "included": true,
    "location": {
      "raw": "JBM Wixom",
      "city": "Wixom",
      "region": "MI",
      "country": "United States",
      "is_remote": false,
      "confidence": 0.8
    },
    "countries": [
      "United States"
    ]
  },
  "remote_policy": null,
  "salary_period": null,
  "workplace_type": null,
  "salary_currency": null
}

{}

{
  "detail": {
    "url": "https://recruiting.paylocity.com/recruiting/jobs/Details/4237450/J-and-B-Medical-Supply-Co-Inc/Quality-Workforce-Management-Supervisor",
    "job_type": "Full-time",
    "pageData": {
      "jobTitle": "Quality Workforce Management Supervisor",
      "moduleName": "J&B Medical Supply Co Inc",
      "showSocialWidget": true
    },
    "apply_path": "/Recruiting/jobs/Apply/4237450",
    "html_title": "J&B Medical Supply Co Inc - Quality Workforce Management Supervisor",
    "description_html": "<p>The Quality / Workforce Management (WFM) Supervisor is responsible for leading the day-to-day operations of both the Workforce Management and Quality Assurance teams within the contact center. This role directly supervises WFM and QA personnel, oversees real-time performance management, scheduling, forecasting support, quality monitoring, and assists with AI-driven reporting initiatives. The Quality / WFM Supervisor partners closely with operations leadership, training, HR, and business stakeholders to ensure service level goals, productivity targets, quality standards, and customer experience objectives are consistently achieved.</p><p>&nbsp;&nbsp;</p><p><strong>Essential Functions:</strong>&nbsp;</p><p>· Lead and supervise the daily activities of Workforce Management and Quality Assurance team members, including Real Time Analysts (RTAs), schedulers, workforce coordinators, and QA Analysts.</p><p>· Provide ongoing coaching, mentorship, and professional development opportunities for WFM and QA staff.</p><p>· Conduct regular training sessions with team members.</p><p>· Support employee engagement initiatives and foster a collaborative, service-oriented team environment.</p><p>· Assist with interviewing, onboarding, training, and performance management activities.</p><p>· Monitor real-time contact center performance including service levels, occupancy, queue health, adherence, and staffing coverage.</p><p>· Direct intraday staffing adjustments based on call volume fluctuations, absenteeism, outages, and operational priorities.</p><p>· Coordinate schedule modifications, breaks, lunches, overtime, and off-phone activities to maintain service objectives.</p><p>· Communicate real-time operational updates and staffing recommendations to leadership teams.</p><p>· Escalate operational risks and provide actionable recommendations to mitigate service impacts.</p><p>· Developing short-term and long-term forecasts&nbsp;</p><p>· Review forecasting trends, staffing models, shrinkage assumptions, and scheduling effectiveness.</p><p>· Support capacity planning and hiring recommendations based on business trends and projected demand.</p><p>· Generate and distribute workforce management reports, dashboards, and operational performance summaries.</p><p>· Analyze key performance indicators including service level, occupancy, adherence, absenteeism, and productivity metrics.</p><p>· Identify operational trends, risks, and improvement opportunities through workforce analytics.</p><p>· Present findings and recommendations to leadership teams to support strategic decision-making.</p><p>· Assist with AI-driven reporting initiatives, including supporting the development, maintenance, and optimization of automated analytics tools and dashboards aligned with organizational productivity and operational performance goals.</p><p>· Partner with the Workforce Manager on technology-driven improvement projects, including AI tool implementation, data pipeline development, and reporting automation.</p><p>· Partner with operational leadership to prepare staffing plans for new business, seasonal demand, and organizational changes.</p><p>· Analyze historical data and workforce trends to improve forecast accuracy and operational planning.</p><p>· Directly supervise Quality Assurance Analysts, providing day-to-day oversight, coaching, and performance management in alignment with organizational quality standards.</p><p>· Ensure the QA team consistently applies evaluation standards and calibration practices aligned with organizational compliance and customer experience expectations.</p><p>· Review quality trend reporting produced by the QA team and translate findings into actionable coaching plans and performance improvement strategies for operations leadership.</p><p>· Coordinate quality calibration sessions with supervisors, trainers, and operations leaders to promote scoring consistency and shared accountability for quality outcomes.</p><p>· Support documentation and maintenance of quality standards, scorecards, and QA procedures in alignment with regulatory and organizational requirements.</p><p>· Partner with Operations, Training, Quality Assurance, HR, and IT teams on workforce initiatives and operational improvements.</p><p>· Assist with implementation and optimization of workforce management tools and technologies.</p><p>· Maintain workforce management procedures, documentation, and best practices.</p><p>· Participate in process improvement initiatives focused on efficiency, customer experience, and employee effectiveness.</p><p>&nbsp;&nbsp;Stay current on workforce management best practices, reporting methodologies, and contact center technologies.</p><p><br></p>",
    "jsonld_jobposting": {
      "@type": "JobPosting",
      "title": "Quality Workforce Management Supervisor",
      "@context": "https://schema.org",
      "baseSalary": {
        "@type": "MonetaryAmount",
        "value": {
          "@type": "QuantitativeValue",
          "maxValue": 80000,
          "minValue": 60000,
          "unitText": "YEAR"
        },
        "currency": "USD"
      },
      "datePosted": "2026-06-09T12:53:29-05:00",
      "description": "<p>Description</p><p>The Quality / Workforce Management (WFM) Supervisor is responsible for leading the day-to-day operations of both the Workforce Management and Quality Assurance teams within the contact center. This role directly supervises WFM and QA personnel, oversees real-time performance management, scheduling, forecasting support, quality monitoring, and assists with AI-driven reporting initiatives. The Quality / WFM Supervisor partners closely with operations leadership, training, HR, and business stakeholders to ensure service level goals, productivity targets, quality standards, and customer experience objectives are consistently achieved.</p><p>  </p><p><strong>Essential Functions:</strong> </p><p>· Lead and supervise the daily activities of Workforce Management and Quality Assurance team members, including Real Time Analysts (RTAs), schedulers, workforce coordinators, and QA Analysts.</p><p>· Provide ongoing coaching, mentorship, and professional development opportunities for WFM and QA staff.</p><p>· Conduct regular training sessions with team members.</p><p>· Support employee engagement initiatives and foster a collaborative, service-oriented team environment.</p><p>· Assist with interviewing, onboarding, training, and performance management activities.</p><p>· Monitor real-time contact center performance including service levels, occupancy, queue health, adherence, and staffing coverage.</p><p>· Direct intraday staffing adjustments based on call volume fluctuations, absenteeism, outages, and operational priorities.</p><p>· Coordinate schedule modifications, breaks, lunches, overtime, and off-phone activities to maintain service objectives.</p><p>· Communicate real-time operational updates and staffing recommendations to leadership teams.</p><p>· Escalate operational risks and provide actionable recommendations to mitigate service impacts.</p><p>· Developing short-term and long-term forecasts </p><p>· Review forecasting trends, staffing models, shrinkage assumptions, and scheduling effectiveness.</p><p>· Support capacity planning and hiring recommendations based on business trends and projected demand.</p><p>· Generate and distribute workforce management reports, dashboards, and operational performance summaries.</p><p>· Analyze key performance indicators including service level, occupancy, adherence, absenteeism, and productivity metrics.</p><p>· Identify operational trends, risks, and improvement opportunities through workforce analytics.</p><p>· Present findings and recommendations to leadership teams to support strategic decision-making.</p><p>· Assist with AI-driven reporting initiatives, including supporting the development, maintenance, and optimization of automated analytics tools and dashboards aligned with organizational productivity and operational performance goals.</p><p>· Partner with the Workforce Manager on technology-driven improvement projects, including AI tool implementation, data pipeline development, and reporting automation.</p><p>· Partner with operational leadership to prepare staffing plans for new business, seasonal demand, and organizational changes.</p><p>· Analyze historical data and workforce trends to improve forecast accuracy and operational planning.</p><p>· Directly supervise Quality Assurance Analysts, providing day-to-day oversight, coaching, and performance management in alignment with organizational quality standards.</p><p>· Ensure the QA team consistently applies evaluation standards and calibration practices aligned with organizational compliance and customer experience expectations.</p><p>· Review quality trend reporting produced by the QA team and translate findings into actionable coaching plans and performance improvement strategies for operations leadership.</p><p>· Coordinate quality calibration sessions with supervisors, trainers, and operations leaders to promote scoring consistency and shared accountability for quality outcomes.</p><p>· Support documentation and maintenance of quality standards, scorecards, and QA procedures in alignment with regulatory and organizational requirements.</p><p>· Partner with Operations, Training, Quality Assurance, HR, and IT teams on workforce initiatives and operational improvements.</p><p>· Assist with implementation and optimization of workforce management tools and technologies.</p><p>· Maintain workforce management procedures, documentation, and best practices.</p><p>· Participate in process improvement initiatives focused on efficiency, customer experience, and employee effectiveness.</p><p>  Stay current on workforce management best practices, reporting methodologies, and contact center technologies.</p><p><br/></p><p>Requirements</p><p> <strong>Competency:</strong> </p><p>· Strong leadership, coaching, and mentorship abilities.</p><p>· Excellent analytical and problem-solving skills.</p><p>· Strong written and verbal communication skills.</p><p>· Ability to manage multiple priorities in a fast-paced environment.</p><p>· Strong organizational skills and attention to detail.</p><p>· Ability to adapt quickly to changing operational conditions.</p><p><strong>Supervisory Responsibilities:</strong></p><p>· Directly supervises Workforce Management and Quality Assurance personnel in accordance with company policies and applicable employment laws.</p><p>· Responsible for employee mentoring and development planning. </p><p>· Provides leadership and guidance to support team growth, operational consistency, and succession planning within the WFM and Quality Assurance functions.  </p><p><strong>Preferred Education and Experience:</strong> </p><p>· High school diploma or equivalent required; associate or bachelor’s degree preferred.</p><p>· Minimum of 5 years of workforce management, quality assurance, contact center operations, or related leadership experience.</p><p>· Previous supervisory or team leadership experience preferred.</p><p>· Experience with workforce management platforms such as RingCentral, NICE CXone, Verint, Aspect, or similar systems.</p><p>· Advanced Microsoft Excel and reporting skills.</p><p>· Experience with SQL, dashboard development, forecasting models, reporting automation, or AI-driven analysis preferred.</p><p>· Experience with quality assurance programs, call monitoring, and evaluation methodologies preferred.</p>",
      "jobLocation": {
        "@type": "Place",
        "address": {
          "@type": "PostalAddress",
          "postalCode": "48393",
          "addressRegion": "MI",
          "streetAddress": "50496 Pontiac Trail",
          "addressCountry": "US",
          "addressLocality": "Wixom"
        }
      },
      "hiringOrganization": {
        "logo": "https://recruiting.paylocity.com/recruiting/jobs/GetLogoFile?moduleId=39024",
        "name": "J&B Medical Supply Co Inc",
        "@type": "Organization"
      }
    },
    "requirements_html": "<p>&nbsp;<strong>Competency:</strong>&nbsp;</p><p>· Strong leadership, coaching, and mentorship abilities.</p><p>· Excellent analytical and problem-solving skills.</p><p>· Strong written and verbal communication skills.</p><p>· Ability to manage multiple priorities in a fast-paced environment.</p><p>· Strong organizational skills and attention to detail.</p><p>· Ability to adapt quickly to changing operational conditions.</p><p><strong>Supervisory Responsibilities:</strong></p><p>· Directly supervises Workforce Management and Quality Assurance personnel in accordance with company policies and applicable employment laws.</p><p>· Responsible for employee mentoring and development planning.&nbsp;</p><p>· Provides leadership and guidance to support team growth, operational consistency, and succession planning within the WFM and Quality Assurance functions. &nbsp;</p><p><strong>Preferred Education and Experience:</strong>&nbsp;</p><p>· High school diploma or equivalent required; associate or bachelor’s degree preferred.</p><p>· Minimum of 5 years of workforce management, quality assurance, contact center operations, or related leadership experience.</p><p>· Previous supervisory or team leadership experience preferred.</p><p>· Experience with workforce management platforms such as RingCentral, NICE CXone, Verint, Aspect, or similar systems.</p><p>· Advanced Microsoft Excel and reporting skills.</p><p>· Experience with SQL, dashboard development, forecasting models, reporting automation, or AI-driven analysis preferred.</p><p>· Experience with quality assurance programs, call monitoring, and evaluation methodologies preferred.</p>",
    "requirements_text": "Competency:\n · Strong leadership, coaching, and mentorship abilities.\n · Excellent analytical and problem-solving skills.\n · Strong written and verbal communication skills.\n · Ability to manage multiple priorities in a fast-paced environment.\n · Strong organizational skills and attention to detail.\n · Ability to adapt quickly to changing operational conditions.\n Supervisory Responsibilities:\n · Directly supervises Workforce Management and Quality Assurance personnel in accordance with company policies and applicable employment laws.\n · Responsible for employee mentoring and development planning.\n · Provides leadership and guidance to support team growth, operational consistency, and succession planning within the WFM and Quality Assurance functions.\n Preferred Education and Experience:\n · High school diploma or equivalent required; associate or bachelor’s degree preferred.\n · Minimum of 5 years of workforce management, quality assurance, contact center operations, or related leadership experience.\n · Previous supervisory or team leadership experience preferred.\n · Experience with workforce management platforms such as RingCentral, NICE CXone, Verint, Aspect, or similar systems.\n · Advanced Microsoft Excel and reporting skills.\n · Experience with SQL, dashboard development, forecasting models, reporting automation, or AI-driven analysis preferred.\n · Experience with quality assurance programs, call monitoring, and evaluation methodologies preferred."
  },
  "list_job": {
    "JobId": 4237450,
    "IsRemote": false,
    "JobTitle": "Quality Workforce Management Supervisor",
    "IsInternal": false,
    "Description": "",
    "JobLocation": {
      "Zip": "48393",
      "City": "Wixom",
      "Name": "JBM Wixom",
      "Metro": null,
      "State": "MI",
      "County": "Oakland",
      "Address": "50496 Pontiac Trail",
      "Country": "USA",
      "Address2": null,
      "ModuleId": 39024,
      "LocationId": 4162599,
      "SmartyAddressId": "c4812716-03c5-4af0-a363-3ba183af6e60"
    },
    "LocationName": "JBM Wixom",
    "PublishedDate": "2026-06-09T07:53:29-05:00",
    "HiringDepartment": "WFM",
    "IndeedRemoteType": 2,
    "ShouldDisplayLocation": true
  },
  "detail_errors": []
}