Workforce (WEM) Supervisor - Maitland, FL

American Residential Services is the largest provider of residential services in the US, employing more than 7000 professionals across the country. ARS has been serving its customers with HVAC, Plumbing and Electrical solutions for over 45 years since its establishment in 1975.  

ARS is seeking an experienced and detail-driven Workforce (WEM) Supervisor to support the operational efficiency of our Orlando, FL call center. This critical role is responsible for workforce scheduling, real-time monitoring, adherence enforcement, and attendance tracking to ensure proper staffing and productivity levels across shifts.

The Workforce Manager will partner closely with call center leadership to maintain service level performance, support agent accountability, and drive scheduling excellence in a high-volume, fast-paced environment.

Schedule:  Full-time 

Salary:  $50-$55k Annually

Check out what we offer:

• Access to insurance available at 31 days of employment
• Low-cost Medical Insurance options, starting at $5 per week
• Dental and Vision Insurance options
• Health Savings Account or Flexible Spending Account
• 401(k) with company match
• HSA and Flexible Spending Account
• Paid Time Off & Holiday Pay
• Company paid life insurance
• Learn more by visiting www.myarsrewards.com/ 

• Build, manage, and revise agent schedules based on forecasted call volume, staffing needs, and shift availability.
• Monitor real-time traffic conditions and proactively adjust agent breaks, lunches, and staffing coverage to meet service level goals.
• Track daily attendance and escalate trends or discrepancies to leadership.
• Oversee agent schedule adherence, including AUX code compliance, talk time expectations, and break/meal policies.
• Conduct ongoing schedule audits and generate reports to identify performance gaps, inefficiencies, and areas of improvement.
• Actively monitor the real-time board to reduce non-productive agent statuses and maintain optimal queue readiness. 
• Communicate clearly and timely with agents regarding schedule changes, policy reminders, and adherence expectations.
• Collaborate with team leads and supervisors to resolve conflicts, improve shift coverage, and ensure smooth operations. 
• Maintain documentation of attendance, schedule changes, and adherence metrics for reporting and accountability.
• Support workforce management projects and system improvements as directed by leadership.

• Mandatory: Minimum 1 year of experience using Genesys Workforce Engagement Management (WEM)software for scheduling, adherence, and real-time monitoring.
• 2+ years of experience in a call center environment in a scheduling, real-time monitoring, or workforce management capacity. 
• Strong working knowledge of call center operations, staffing optimization, and scheduling methodologies.
• Proficient in Microsoft Excel and familiar with reporting and forecasting tools.
• High attention to detail with strong organizational and problem-solving skills.
• Excellent interpersonal and communication skills, both written and verbal.
• Ability to manage competing priorities in a high-volume, fast-paced setting.
• Discretion in handling sensitive employee performance and attendance data.

Preferred Qualifications:

• Experience managing schedules for agent
• Familiarity with KPIs such as service level, occupancy, and schedule
• Previous collaboration with dispatch, sales, or operational leadership

*This posting provides details on potential compensation ranges and possibilities. These amounts are not guaranteed and should in no way be construed as an offer. **Sign-On Bonuses may be available; amounts depend on experience and will be paid out according to an offer letter addendum. American Residential Services provides equal employment opportunities to all individuals, both applicants and employees, without regard to race, color, religion, pregnancy, gender, marital status, national origin or ancestry, citizenship status, disability, medical condition, genetic characteristics or genetic information, age, military service or veteran status, or any other characteristic protected by applicable federal, state, or local laws prohibiting discrimination. For more information about how we collect and use personal information, see our privacy policy here: https://www.ars.com/privacy-policy.