Clark | Workforce Supervisor

We design, build and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real ‘Majorel difference’ lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile – all pulling together as One Team. Position Summary The Workforce Supervisor is responsible for overall management & direction and motivation of the workforce Analysts and SMEs. Ensures client/customer goals are met by analyzing work volume variances to forecast and provide direction to adjust scheduling/staffing levels accordingly. Overall Responsibilities Manage team of 15 – 20 Workforce professionals for multiple sites/multiple accounts. Coach, Train and develop the pipeline for innovation and solution and help in identifying next generation leaders in WFM. Act as a mediator between the team and leadership to echo the goal, vision, direction and strategy to team by listening and giving positive coaching to team for the success of individuals, groups and organization. Maintain high level professionalism and act as role model for RTA, Scheduling, Planning, Forecasting and Reporting. Able to perform in pressured situation and does not provide knee jerk reactions and solutions to business owners and leadership and set high standards for execution. Monitor team’s productivity and quality by auditing the work flow and communications. Lead effectively with respect and always demonstrate through examples and then delegates responsibly to respective function or individual within scope of WFM. Manage Client expectations and represent self as WFM voice along with the team. Backup the team and leadership and act as one in the absence of higher leadership. Job Requirements 7-9 years call center experience Minimum 2-4 years managing Workforce Operations in a call center environment College Diploma or Bachelor’s degree in Business, Finance, Management , Mathematics , Statistics , Computer Science or a related field. Must have strong technical, project management, implementation and process improvement skills. General business acumen, including reporting and analysis, presentation skills, and organizational abilities. Knowledge, Skills And Abilities Excellent analytical skills & attention to detail Customer management exposure and good presentation skills is a must Ability to lead calls with clients / other business function independently Should have excellent client handling skills Ability to handle pressure - Timelines and Customer Demands Majorel Philippines Corp. is an Equal Opportunity Employer and believes that all persons are entitled to equal employment opportunity, and the Company does not discriminate against its qualified employees or applicants because of race, color, creed, religion, sex, gender, gender identity, sexual orientation, marital status, political affiliation, union membership, national origin, ancestry, citizenship status, veteran status, age, physical or mental disability, genetic information or any other status protected by applicable federal, state or local law. #J-18808-Ljbffr