Workforce Management Supervisor

Workforce Management Supervisor (Remote, Florida residents only)

Industry: Essential community services

Location: Fully remote in the state of Florida

Schedule: Full-time, 40-hour workweek, accommodating scheduling

Compensation: $48,000 annual salary + generous benefits package featuring 100% employer-sponsored individual health insurances and a competitive leave policy (see below for details)

Summary of Mandatory

Qualifications:

• Must be a Florida resident living within the state
• Have at minimum an associate's degree from an accredited university
• Have four (4) years of combined education and relevant work experience (see below)
• Ability to pass a level two (2) DCF background screening and a drug test

About us: 211 Broward is a free, anonymous, 24-hour helpline offering listening support, information, referral, and crisis services. We provide every caller with a place to turn when they need answers to life’s challenges — big or small — by connecting them with nearly 2,600 programs and services available in their area. We are a fast-paced crisis, information, and referral virtual call center that fills a critical need in the communities we serve.

About this position: We are seeking a highly organized, tech-savvy, and solutions-focused professional to join our Helpline Leadership Team as our Workforce Supervisor. This role is ideal for someone who enjoys working behind the scenes to ensure a high-performing call center, supports smooth daily operations, and loves using technology to solve problems, improve systems, and enhance efficiency.

This position plays a central role in how our 24/7 Helpline functions, from scheduling and real-time staffing support to maintaining telephony, chat, and database systems that help counselors serve our community. The ideal candidate thrives in a fast-paced environment, enjoys troubleshooting, and values accuracy, communication, and teamwork.

We think the ideal candidate is someone who:

• Is highly comfortable with technology and enjoys learning new systems, platforms, and tools.
• Is detail-oriented and able to manage complex schedules, data, and staffing needs.
• Demonstrates strong problem-solving skills, especially when systems or processes need quick adjustment.
• Can remain calm and solutions-focused when priorities shift throughout the day.
• Communicates clearly and respectfully with staff across all levels.
• Enjoys working autonomously while also collaborating with leadership and technical teams.
• Is motivated to improve processes, support innovation, and help strengthen call center operations.
• Shows reliability, accountability, and consistency in completing tasks on time.

To be considered for this position, you must:

• Be a Florida resident residing within the state.
• Demonstrate experience in call center operations, with a resume detailing what tasks you handled within a call center environment.
• Show expertise in Workforce Management (WFM) practices, including scheduling, adherence, forecasting, and operational support.
• Have a secure, quiet, and confidential workspace with reliable internet.
• Be free from caregiver responsibilities during work hours.
• Be able to pass a level two (2) DCF background check and drug test before employment.
• Meet or exceed our education requirement:
  • A bachelor's degree (or higher) coupled with one (1)+ years of experience in a call center (additional experience in social services or crisis intervention preferred)
  • An associate's degree plus two (2)+ years of relevant Workforce Management experience
• Have a minimum typing speed of 30 WPM

• Be comfortable with a phone and virtual chat-based work environment

We are pleased to offer:

• Annual salary of $48,000
• 100% paid individual benefits package that includes medical, vision, and dental insurance after 60 days of employment
• 100% free mental health telehealth sessions after 60 days of employment
• 403(b) retirement plan with potential for variable annual employer contribution
• Paid Time Off (PTO) available after three (3) FT working months (accrues at a rate of 8.00 hours…