Clark | Workforce Supervisor

Overview Join to apply for the Clark | Workforce Supervisor - WFM role at Majorel . 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. Monitors service levels and directs real-time forecasting to meet service levels. Provides advice to management on efficient and cost-effective strategies to deliver on service level agreements. Explore and innovate solutions to make the organization a leader in customer service. Support, design, train, and innovate the solutions for the WFM team to make their job easy and efficient. Overall Responsibilities Follow the vision, direction, and culture of the team by managing individuals and team performance, expectations, and goals through KPIs and coaching. Manage a team of 15 – 20 Workforce professionals across multiple sites/accounts; coach, train, and develop the pipeline for innovation and solutions and identify next-generation leaders in WFM. Act as a mediator between the team and leadership to communicate goals, vision, and strategy; listen and provide constructive coaching for the success of individuals, groups, and the organization. Maintain professionalism and act as a role model for RTM, Scheduling, Planning, Forecasting, and Reporting. Work effectively under pressure, avoid knee-jerk reactions, set high standards for execution (aiming for Six Sigma level where possible). Monitor the team’s productivity and quality by auditing workflows and communications. Lead with respect, demonstrate how-to practices, and delegate responsibly within the scope of WFM; showcase WFM technical skills. Manage client expectations and represent the WFM function with the team. Back up the team and leadership in their absence; maintain motivation and a positive environment while staying competitive. Teach and demonstrate RTM, Scheduling, Planning, Reporting, and forecasting efficiently; demonstrate expertise in data analytics, automation, or data science to lead effectively. Create sophisticated presentations to visualize business cases with clear data visualization. Possess skills in data visualization, data consolidation, and dashboarding; balance leadership and employee expectations and celebrate team successes to keep engagement high. Prepare and rehearse with the team before ops, client meetings, and WFM leadership presentations to avoid surprises. Take accountability for failures/escalations and provide root cause analysis with timely fixes, avoiding blame and maintaining a positive problem-solving mindset. Conduct weekly coaching sessions, workshops, and training for WFM functions and account/process mapping. Demonstrate critical thinking and execution expertise to support high-level planning; motivate the team and manage change effectively. Perform mid-senior supervisory responsibilities per Majorel policies; audit, measure productivity and quality, train and motivate employees, and foster collaboration across departments. Drive career growth within the team; mentor at all levels and support leadership development. Lead initiatives for flexibility and efficiency; share best practices globally/regional; manage workload, address issues, and drive quality initiatives, process changes, Lean/Kaizen, and Six Sigma efforts. Participate in leadership meetings to help develop strategies improving profitability and customer trust. Resolve complex customer support issues and anticipate negative service trends. Job Requirements 7-9 years of 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 related field Strong technical, project management, implementation, and process improvement skills General business acumen, including reporting/analysis, presentation skills, and organizational abilities Able to travel as needed Knowledge of WFM tools like Aspect eWFM, Blue Pumpkin, Verint, etc. preferred Working knowledge in RTM, Scheduling, Capacity Planning, and forecasting with experience leading a WFM team Hands-on experience generating schedules/forecast/capacity for FTEs and managing scheduling for 300-500 FTEs High proficiency in Excel-based forecasting, scheduling, capacity planning, and RTA insights Seniority level Mid-Senior level Employment type Full-time Job function Other Industries Outsourcing and Offshoring Consulting Referrals increase your chances of interviewing at Majorel by 2x Get notified about new Clerk jobs in Angeles, Central Luzon, Philippines. #J-18808-Ljbffr