211 Broward is hiring a Workforce Management Supervisor

Workforce Management Supervisor (Remote, Florida Residents Only) Industry: Critical Community Services Location: Completely Remote Within Florida State Schedule: Full-time, 40-hour workweek with adaptable scheduling Compensation: $48,000 annual salary + comprehensive benefits package featuring fully employer-sponsored individual health coverage and competitive leave policy Summary of Mandatory Qualifications: - Must permanently reside in Florida - Possess minimum associate's degree from accredited institution - Demonstrate four (4) years combined educational and professional experience - Capability to successfully complete level two (2) DCF background verification and drug screening About Our Organization: 211 Broward operates a confidential, complimentary 24-hour helpline providing supportive listening, informational resources, referral assistance, and emergency interventions. We connect callers with approximately 2,600 regional programs and services, functioning as a dynamic virtual crisis management and information center addressing community needs. About This Position: We are recruiting a methodically organized, technologically proficient, solution-oriented professional to join our Helpline Leadership Team as Workforce Supervisor. This role suits candidates who excel behind-the-scenes, ensuring optimal call center performance, supporting seamless daily operations, and leveraging technology to resolve challenges, enhance systems, and maximize operational efficiency. This role is instrumental in maintaining our 24/7 Helpline's functionality, managing scheduling, real-time staffing support, and maintaining communication platforms enabling counselors to serve our community effectively. The ideal candidate thrives in dynamic environments, enjoys systematic troubleshooting, and prioritizes precision, communication, and collaborative teamwork. Ideal Candidate Characteristics: - Extremely comfortable with technological platforms and eager to master new systems - Meticulous in managing intricate schedules, data, and staffing requirements - Strong problem-solving capabilities, especially during rapid operational adjustments - Maintains composure and solution-oriented approach during priority shifts - Communicates professionally across organizational hierarchies - Balances autonomous work with collaborative leadership engagement - Motivated to innovate and strengthen operational processes - Demonstrates consistent reliability and task accountability Requirements: - Florida state residency - Documented call center operational experience - Expertise in Workforce Management practices - Secure, confidential home workspace with dependable internet - Unrestricted during work hours - Ability to pass comprehensive background and drug screenings - Educational qualifications: - Bachelor's degree with 1+ years call center experience - Associate's degree with 2+ years workforce management experience - Minimum 30 WPM typing speed - Comfortable with phone and virtual communication environments Benefits: - $48,000 annual salary - Fully paid individual insurance package - Free mental health telehealth services - 403(b) retirement plan - Paid Time Off - Sick Leave - Nine paid holidays - Flexible daytime scheduling - Provided work equipment We celebrate workplace diversity and encourage applications from candidates with varied backgrounds and skill sets, believing our differences drive innovation and organizational excellence. Join us in building a challenging and rewarding professional journey!