Product Support Supervisor

The Workforce supervisor leads the scheduling function for the Consolidated Contact Center, ensuring accurate and efficient alignment of workforce resources to operational demand. This role oversees a team responsible for building and managing daily associate schedules, including meetings, training, PTO, attendance, and exception handling.

Working in close partnership with the forecasting team and Contact Center leadership, the supervisor ensures schedules support service level targets, operational priorities, and overall customer experience. This role leads a team of four Associates and is responsible for developing, standardizing, and continuously improving workforce scheduling processes, tools, and best practices. The supervisor drives operational excellence through data-informed decision-making, proactive planning, and continuous improvement initiatives. Success in this role requires strong cross-functional collaboration, team leadership, and the ability to influence outcomes that support broader organizational goals.

This is a remote position and candidates must live within approximately a 70-mile radius of our office locations in Louisville, KY; Springfield, MO; or Monett, MO.

This position is ineligible for immigration sponsorship and support. Please do not apply if at any time you will need immigration support now or in the future (i.e., H-1B, PERM).

The salary range for this position is $50,000 - 58,000 and will be determined based on location and experience level.

All positions, regardless of location, may require an onsite interview or in-person onboarding requirement to verify your identity.

What you'll be responsible for:

• Ensure consistent and aligned workforce management and scheduling practices across multiple contact centers, driving standardization, efficiency, and scalability.
• Optimize service level performance by balancing staffing to meet contractual commitments while minimizing excess cost.
• Develop and continuously improve workforce processes, standards, and best practices in alignment with company policies; enable consistent execution through clear guidance and stakeholder education.
• Drive team performance and engagement through coaching, feedback, and formal performance management processes while fostering a culture of continuous learning.
• Ensure operational effectiveness by resolving escalated issues, supporting audit readiness, and translating insights into process and performance improvements.
• Occasional evening or weekend work may be required based on business needs, with advance notice provided when feasible.
• May perform other job duties as assigned.

• Minimum of six years of experience in call center, workforce management, scheduling or forecasting.
• Previous leadership experience.

What would be nice for you to have:

• Bachelor's degree preferred.
• Advanced problem-solving and analytical skills; ability to interpret data and translate insights into actionable plans.
• Communication, facilitation, and interpersonal skills.
• Ability to manage competing priorities in a fast-paced environment.
• Strong attention to detail to ensure accurate, efficient schedules and minimize errors
• Leadership and accountability to set expectations, drive performance, and build team ownership
• Technical proficiency with workforce management tools and reporting systems
• Continuous improvement mindset to optimize processes, improve efficiency, and enhance team performance

If you got this far, we hope you're feeling excited about this opportunity. Even if you don't feel you meet every single requirement on this posting, we still encourage you to apply. We're looking for passionate, driven individuals who align with our mission and can bring unique perspectives to our team.

Why Jack Henry?

At Jack Henry, we're more than a technology company, we're a force for good in financial services. We're redefining how community banks and credit unions connect with the people they serve. Our mission is rooted in people inspired innovation, empowering financial institutions to deliver seamless, secure, and human centered experiences. We deliver cutting-edge solutions that are paving the way for the next generation of digital banking and payments, but our true impact begins with our associates. If you're ready to help transform an industry and grow with a company that values purpose, collaboration, and excellence then we'd love to meet you., At Jack Henry, we live by the motto: "Do the right thing, do whatever it takes, and have fun." It's more than a tagline, it's the foundation of our culture. We recognize that our associates are the key to our success, and we're deeply committed to their wellbeing. That's why we offer comprehensive benefits designed to support your physical, mental, and financial health so you can thrive both personally and professionally. We're also leading the way in technology modernization, helping financial institutions evolve with speed, security, and flexibility. Our strategy focuses on delivering secure data access, mitigating fraud, and enabling seamless integration. Empowering our teams to build innovative solutions that meet the evolving needs of accountholders. Culture of Commitment Ask our associates why they love Jack Henry, and many will tell you it is because our culture is exceptional. We do great things together. Our culture empowers us to rise to challenges, seek new opportunities, and support one another through change. It's this shared commitment that drives our success. We're proud to foster an environment where inclusion, sustainability, and community impact are more than values, they're how we operate. Visit our Corporate Sustainability site to learn more about our culture and commitment to our people, customers, community, environment, and shareholders. Equal Employment Opportunity At Jack Henry, we know we are better together. We value, respect, and protect the uniqueness each of us brings. Innovation flourishes by including all voices and makes our business - and our society - stronger. Jack Henry is an equal opportunity employer and we are committed to providing equal opportunity in all of our employment practices, including selection, hiring, performance management, promotion, transfer, compensation, benefits, education, training, social, and recreational activities to all persons regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, genetic information, pregnancy, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, and military and veteran status, or any other protected status protected by local, state or federal law. No one will be subject to, and Jack Henry prohibits, any form of discipline, reprisal, intimidation, or retaliation for good faith reports or complaints of discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations. Requests for full corporate job descriptions may be requested through the interview process at any time.