Workforce Management Supervisor

1 day ago

Taguig, National Capital Region, Philippines HGS Offshore Staffing Solutions (HGS OSS) Full time

HGS Offshore Staffing Solutions (HGS OSS)

Negotiable

On-site - Taguig 3-5 Yrs Exp Bachelor Full-time

Job DescriptionDescription

Role Purpose

The Workforce Management Supervisor is responsible for forecasting, optimizing, scheduling, interaction volume monitoring, and making necessary recommendations adjustments. This includes determining and communicating work schedules and resource allocation across all servicing channels, teams, and interaction queues. The role involves working with leaders to ensure adequate staffing, contingency plans, and workflow monitoring. Additionally, the position requires the generation of cross-functional data, enabling different departments within the Service Delivery team to make well-informed decisions based on data analysis.

Position Scope

Forecasting

  • Forecast interaction and case management volumes and resource requirements based on historical data/metrics and current trends (e.g., customer trends, upcoming events, sales, and seasonality), ensuring a detailed forecast is produced a minimum of 3 months in advance, with an aim to provide a long-term forecast of 12 months in advance.
  • Perform historical analysis of performance data to identify trends/patterns and make appropriate recommendations (e.g., interaction volumes, intraday patterns, root cause analysis), ensuring a consistent workflow across all major channels (emails, phones, live chat, case management, supplier transport interactions, and inter-department contacts).

Scheduling Capacity Planning

  • Implement and maintain consistent and effective resource schedules, ensuring staffing levels meet customer and business expectations along with third-party limitations.
  • Develop and deliver comprehensive and effective rosters and break schedules, including conducting gap analysis and solution implementation.
  • Use workforce management software and historical contact volume data to manage intraday staffing levels and develop effective methods to meet resourcing requirements for both long-term and short-term capacity planning.

WFM Systems Tools

  • Apply real-time deferred channel routing processes and skill designs (e.g., holiday hours, emergencies, weather, troubleshooting of misrouted calls).
  • Utilize contact center tools to observe agents' actual state compared to scheduled state.
  • Maximize the CXone Workforce Management system for forecasting contact volumes, creating optimal staffing schedules, and managing real-time adjustments to meet service level objectives and enhance customer experience.
  • Continuously explore and implement new features and approaches within CXone or any other WEM tool to enhance workforce management capabilities.

Reporting Insights

  • Develop performance metrics reporting (e.g., 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 analysis of performance data (e.g., intra-day activities, schedule adjustments, trend analysis), providing direction to Real-Time Analysts and WFM Reporting Lead to proactively improve day-to-day performance metrics.
  • Work closely with the Operations Analytics team to develop reporting and dashboard suites across different teams within the Service Delivery Team.
  • Demonstrate understanding of applicable business strategies, goals, and processes as they relate to workforce management.
  • Develop actionable insights that will help the Service Delivery senior management team make informed decisions about operating requirements.

Leadership Other

  • Comply with the terms and conditions of the employment contract, company policies and procedures, and all directives (e.g., transfer/reassignment to different work locations, change in teams/work shifts, policies regarding work benefits/environment, alternative work arrangements). The Company may adopt, vary, or rescind these policies and directives at its absolute discretion.
  • Lead and develop the Workforce Management team to ensure consistent performance improvement, accurate reporting, efficient scheduling, and collaboration with all stakeholders.

Experience Qualifications

  • Bachelor's/College Degree in any field.
  • At least 1-2 years of working experience in a similar position.
  • Excellent verbal and written English communication skills.
  • Proven experience and expertise in using workforce management tools, with a strong background in using the NICE inContact CXOne Workforce Engagement Management system.
  • Proficiency in MS Office and Google Suites, with strong technical aptitude.
  • Ability to address small to large groups of people with confidence.
  • Positive working attitude and customer service-oriented mindset.
  • Strong business acumen.
  • Credibility with senior and middle managers and ability to build strong relationships quickly.
  • Knowledge and ability to manage all aspects of the training and development life cycle.
  • Commitment to service and a flexible, can-do attitude to respond to business needs.
  • Detail-oriented and able to multitask with strong administrative and organizational skills.
  • Self-starter who is energetic, enthusiastic, and driven.
  • Able to work independently and as part of a team.
Requirements

Please refer to job description.

Working Location

If the position requires you to work overseas, please be vigilant and beware of fraud.

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