WFM Supervisor

3 weeks ago

Manila, National Capital Region, Philippines Diversify Offshore Staffing Solutions Full time

Urgent Hiring

Workforce Supervisor

WFM Tool - NICE CXOne

RESPONSIBILITIES

Forecasting

Forecast interaction and case management volumes and resource requirements based on historical data/metrics and current trends (i.e., customer trends, upcoming events, sales and, seasonality), ensuring a detailed forecast produced a minimum of 3 months in advance, with an aim to provide a medium-term forecast of 12 months in advance.Perform historical analyses of performance data to identify trends/patterns, and make appropriate recommendations (i.e.., interaction volumes, intraday patterns, root cause analysis), ensuring a consistent flow of work on all major channels (i.e. emails, phones, live chat, case management)Scheduling and Capacity PlanningImplementing and maintaining a consistent and effective resource schedules, ensuring staffing levels are adequate to meet customer and business expectationsDevelopment and delivery of comprehensive and effective rosters and break schedules, including conducting gap analysis and solution implementationUse workforce management software and call volume history data to manage intraday staffing levels and develop effective methods to meet resourcing requirementsWFM Systems and ToolsDemonstrate understanding of call routing processes and skill designs (e.g., holiday hours, emergencies, weather, troubleshooting of misrouted calls.Utilize call center tools to observe agents actual state compared to agents scheduled state.Reporting & InsightsDevelopment of performance metrics reporting (i.e, AHT, ASA, service levels, performance guarantees, abandon rates, call defect rates, adherence), geared towards data analysis and the identification of actionable insights.Perform real-time analyses of performance data (i.e., intra-day activities, schedule adjustments and perform trend analysis), providing direction to Real-Time Analysts and WFM & Reporting Lead to proactively improve day-to-day performance metricsWorking as part of the Reporting Team in the development of the reporting and dashboards suitesDemonstrate understanding of applicable business strategies, goals, and processes as they relate to workforce managementMinimum Requirements:Bachelors/College Degree in any fieldMinimum of 1 year of experience as a WFM supervisorProven experience & expertise in using workforce management tools and with a strong background in using the NICE inContact CXOne Workforce Engagement Management system.Basic understanding of instructional design

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