Workforce Supervisor

1 week ago

Manila, National Capital Region, Philippines eClerx Philippines, Inc. Full time

Duties and Responsibilities

The Workforce Supervisor is responsible for overseeing and maintaining the day-to-day activities of the Workforce Management team while providing excellent service. He/She prepares and maintains reports, plans, and recommendations to help Operations make necessary decisions to improve performance and eliminate any unnecessary choices that may put the center at liability if performance is not met. The Supervisor is tasked to develop strategies based on the company's policies for success while maintaining a positive work environment.

  • Create and maintain reports such as Capacity Planning, Schedule Interval Report, and other workforce-related reports in a timely manner for the success of the center. Check for any issues and/or concerns that need to be addressed right away.
  • Create and maintain report templates that are requested by operations (daily reports used by operations, scorecards, productivity files, etc.).
  • Manage a group of Workforce specialists to meet the expected performance, goals, attendance, and productivity. Develop a professional/high-performance team.
  • Make decisions on any workforce escalated issues.
  • Attend workforce-related meetings, e.g., Capacity Planning, Management meetings, etc.
  • Communicate and work with other departments for any workforce-related concerns that will help improve processes or minimize workloads.
  • Build professional relationships with the operational leaders, specifically the manager and supervisor.
  • Other job-related duties as required.

Skills and Qualifications

  • Graduate of any 4-year course.
  • Must have at least 3-5 years of experience in Workforce Management in a supervisory capacity.
  • Computer proficiency, with a focus on Basic MS Excel, Google Sheets, and PowerPoint (knowledge in VBA or macro is a plus).
  • Strong mathematical, analytical, communication, and interpersonal skills.
  • Experience in handling Voice and Backoffice accounts and reports.
  • Core competency in end-to-end workforce management (forecasting, planning, scheduling, real-time management, and capacity planning).
  • Strong customer service and negotiation skills with a sense of urgency in mind.
  • Ability to communicate effectively with all levels of management in both written and verbal forms.
  • Capable of adapting in a fast-paced environment, learning, and retaining new or evolving information and procedures.
  • Ability to work under stress and pressure and respond to inquiries with tact, diplomacy, and patience.
  • Ability to work in a team environment.
  • Ability to exercise discretion on sensitive and confidential matters.
  • Amenable to working on a shifting schedule including graveyard shifts.
  • Willing to work on a shifting schedule including weekends and holidays.
  • Amenable to work onsite in Alabang, Muntinlupa City.
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