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.

If this describes you — and you’re excited about supporting the systems, schedules, and technology that keep our Helpline running smoothly — we encourage you to apply!

Requirements

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) OR
• 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

Benefits

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 per pay period, up to 16 days per year)
• Sick Leave available with the first pay period (accrues at a rate of 1.85 hours per pay period, up to 6 days per year)
• Nine (9) paid holidays throughout the year
• Flexible scheduling (within daytime hours)
• Work supplies such as a company laptop, mouse, headset, paper, and pens

We welcome and encourage diversity in our workplace.

If you are interested in applying, we encourage all employees to think broadly about their background and skill set for the role. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation, and delivers better business results.

Build a challenging and rewarding career with us! We look forward to your application.