R-105701 - Workforce Supervisor

2 weeks ago

Bacolod City, Western Visayas, Philippines Ubiquity Full time

Real Time Workforce Management Supervisor

The WFM Supervisor ensures that the Real Time Analysts take actions to ensure the company achieves its key performance indicators and its daily, weekly, monthly, and quarterly goals. The RTA Supervisor works with the Workforce Manager and internal business leaders to determine corrective actions to mitigate events that impact performance.

We're made of something different. We act with empathy and urgency. We treat our clients, colleagues, and community like members of the family. We have grit, tenacity, and perseverance, and a proven track record of meeting and exceeding goals – every person, in every role, for our company and our clients.

Think you have what it takes? Join us

Duties and Responsibilities may include but are not limited to:

  • Supervises 20 Real Time Analysts globally.
  • Performs one-on-one coaching with RTAs.
  • Trains and orients new RTAs.
  • Analyzes intra-day staffing reports and recommends changes to staffing to meet service level client expectations and requirements.
  • Makes objective recommendations on incident management.
  • Coordinates with operational leadership to advise on potential opportunities affecting the achievement of service level goals.
  • Reviews contact center trends, including call volume, call patterns, staff productivity, and attrition rates.

Requirements:

  • 1 to 5 years of workforce experience in a BPO.
  • Experience with inbound performance analytics.
  • At least 2 years of workforce supervisory experience.
  • Highly proficient with Microsoft Office applications (Excel spreadsheets).
  • Detail-oriented.
  • Above average verbal and written communication skills.
  • Flexible in working different shift schedules, especially graveyard shifts.

Powered by JazzHR

xGQk6qgN7d

#J-18808-Ljbffr

  • R-105772 Supervisor, Workforce Management

    2 weeks ago

    Bacolod City, Western Visayas, Philippines Ubiquity Global Services, Inc. Full time

    The Responsibilities:● Supervises 20 Real time Analysts Globally● Perform one on one coaching with the RTA's● Train and Orient new RTA's● Analyze intra-day staffing reports and recommends changes to staffing in order to meetservice level client expectations and requirements.● Make objective recommendations on incident management● Coordinates with...

  • Operations Manager

    4 weeks ago

    Iloilo City, Western Visayas, Philippines Asurion Full time

    The Manager, Call Center Operations will lead a team of Supervisors by providing them with direction, support, and career development. Demonstrate innovation by enhancing or creating processes that will improve customer satisfaction, increase productivity, cultivate sales, and improve the performance of Supervisors and Representatives. Improve team member...

  • Technical Support Representatives

    4 weeks ago

    Cebu City, Central Visayas, Philippines Trinity Workforce Full time

    Qualifications2nd year College Undergrad (No back subjects)= No experience neededHS/SHS Graduates with 6 months BPO experienceAverage communications skillsWilling to work onsiteAmendable to any given scheduleA team playerCan work ASAPJob Description- Main contact of customers for 1&1 support- Improve weekly and monthly performance based on feedback from the...

  • CSR (Medical Allied Graduates) Earn up to 24K

    3 weeks ago

    Cebu City, Central Visayas, Philippines Trinity Workforce Full time

    QualificationsMedical Allied graduates with no BPO ExperienceeAverage communications skillsWilling to work on-siteAmendable to any given scheduleA team playerCan work ASAPJob DescriptionHandle mileage plus reservations and queries.Able to make a service recovery in the event the agent understands that he has made a mistake or an error or get the same done...

  • Customer Service Representatives Easy Accounts Earn up to 24K

    3 weeks ago

    Cebu City, Central Visayas, Philippines Trinity Workforce Full time

    QualificationsHighschool and College graduates with no BPO ExperienceeAverage communications skillsWilling to work on-siteAmendable to any given scheduleA team playerCan work ASAPJob DescriptionHandle mileage plus reservations and queries.Able to make a service recovery in the event the agent understands that he has made a mistake or an error or get the same...

  • Customer Service Representative

    4 weeks ago

    Cebu City, Central Visayas, Philippines Trinity Workforce Full time

    QualificationsHighschool and College graduates with no BPO ExperienceAverage communications skillsWilling to work on-site.Amendable to any given scheduleA team playerCan work ASAP.Job DescriptionHandle mileage plus reservations and queries.Able to make a service recovery in the event the agent understands that he has made a mistake or an error or get the...

  • Training Assistant Manager

    4 weeks ago

    Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time

    Work Arrangement: Onsite (Cebu) Schedule: 10:00 PM - 7:00 AM Responsibilities: Training & Development work includes developing training curriculum/materials, selecting appropriate delivery mechanisms, delivering training, and monitoring training effectiveness for the general workforce and for targeted discipline/technical areas: Discipline/Technical...

  • Training Assistant Manager

    4 weeks ago

    Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time

    Work Arrangement: Onsite (Cebu) Schedule: 10:00 PM - 7:00 AMResponsibilities:Training & Development work includes developing training curriculum/materials, selecting appropriate delivery mechanisms, delivering training, and monitoring training effectiveness for the general workforce and for targeted discipline/technical areas: Discipline/Technical...

  • Data Operations Associate

    2 weeks ago

    Cebu City, Central Visayas, Philippines JPMorgan Chase & Co. Full time

    Job DescriptionElevate your career and decode complex data patterns and craft influential dashboards. Construct and execute plans for data migration for dashboard and automation tool use. Engage with a visionary team, translating intricate stakeholder needs into transformative insights.Job Summary:As a Data Operations Associate in Commercial and Investment...

  • Technical Sales Representative

    2 weeks ago

    Cebu City, Central Visayas, Philippines ADM Full time

    Job DescriptionJob Purpose:To generate new leads and sales opportunities and working with existing customers by providing technical support and business assistance to grow ADM Animal Nutrition business in the assigned territory.Your Responsibilities:Executes all sales and marketing strategies as mandated by immediate management.Provides technical assistance...