About Us

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.

Our Core Values:

• Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect

• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement

• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate

• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission: To create conditions within which people can thrive!

The Workforce Supervisor plays a critical role in driving operational efficiency by managing real-time performance, forecasting staffing needs, and ensuring optimal workforce utilization. This role partners closely with Operations, Leadership, and Support Teams to ensure service level objectives, productivity targets, and customer experience standards are consistently achieved.

This is a leadership role for someone who is data-driven, proactive, and highly analytical, with a strong understanding of call center operations and workforce management principles.

Duties and Responsibilities:

Real-Time Management (RTM)

• Monitor real-time performance metrics including volume, AHT, shrinkage, adherence, service levels, and staffing.

• Make real-time staffing adjustments to maintain operational balance.

• Manage intraday performance and implement corrective actions as needed.

Forecasting, Scheduling & Capacity Planning

• Support forecasting and volume planning based on historical trends and business projections.

• Develop and manage workforce schedules aligned with business requirements.

• Identify staffing gaps and recommend hiring, overtime, or schedule optimization strategies.

Performance Management & Reporting

• Analyze workforce data and generate reports on productivity, utilization, and efficiency.

• Provide actionable insights and recommendations to Operations leaders.

• Track KPI performance and identify risks and opportunities for improvement.

Stakeholder Collaboration

• Partner with Operations, Training, and Recruitment to align staffing strategies.

• Support new program launches and workforce transitions.

• Communicate staffing risks, trends, and performance updates to leadership.

Process Improvement

• Identify inefficiencies in workforce processes and recommend improvements.

• Support automation, tool optimization, and system enhancements.

• Ensure compliance with workforce policies, processes, and standards.

Team Leadership

• Lead and develop Workforce Analysts/RTM Analysts.

• Provide coaching, performance feedback, and professional development support.

• Build a culture of accountability, accuracy, and continuous improvement.

Qualifications:

• 3–5 years of experience in Workforce Management in a BPO/call center environment.

• 1–2 years of leadership or supervisory experience (preferred).

• Strong understanding of WFM principles: forecasting, scheduling, RTM, capacity planning, and reporting.

• Experience using WFM tools (e.g., ILAM, NICE, Verint, IEX, Aspect, or similar platforms).

• Proficient with Excel, AI Prompting, Manual Scheduling, and Forecasting

• Advanced proficiency in Excel/Google Sheets and reporting tools.

• Strong analytical, problem-solving, and decision-making skills.

• Excellent communication and stakeholder management skills.

• Amenable to shifting schedules and onsite/hybrid work setups.