BPO Workforce Supervisor

1 day ago

Pasay, Philippines ePERFORMAX Contact Centers Corporation Full time

Responsibilities Facilitate the development of the Workforce Specialists' performance by conducting individual coaching sessions. Facilitate daily/weekly performance check-ups, meetings, and reviewing schedule containers and WFS to support WFS in their daily tasks, ensure a timely response to requests and concerns and meet staffing targets and other the client requirements. Effectively manage site/LOB hours by updating, reviewing, validating and consolidating reports, communicating recommendations to the Operations/Workforce Manager, and collaborating with other departments to implement action plans and projects to meet client requirements. Execute real-time strategies including skilling, shrink utilization and partner with Operations to drive representative behaviors that impact handle time. Measure return on investment between shrink usage and daily performance. Uphold client policies to ensure that the client's business and its customers are protected. Effectively manage situations that require use of judgement to identify, communicate, and resolve issues that impact coverage, site/LOB goals, and client requirements. Perform ad hoc tasks to support departmental needs and functions. Requirements Candidate must possess a bachelor’s degree in business-related field or at least 2-3 years of working experience as a Workforce Supervisor in a call center/BPO industry. Deep subject matter knowledge and hands on experience with workforce planning, scheduling/forecasting, real time adherence, intraday reports, reporting outages, managing team scorecards, attendance, payroll and telephony. Ability to adjust staffing plans in real-time based on running performance against target Ability to work cross-organizationally at senior levels to champion/drive change and solutions. Demonstrate a well-defined customer-centric approach to workforce management in a dynamic environment. Experience with Verint: Real-time, Reporting, Scheduling (EIX experience is a plus) Strong organizational, presentation, interpersonal, and consultative skills. Proficient in MS Office specifically Excel (Pivots, Formulas & Erlang). Must be willing to work flexible schedules (including weekends and holidays). #J-18808-Ljbffr

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