Workforce Supervisor
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Main Objectives and Duties
1. Call Center Roster / QFN Database
Ensures meeting clients’ requirements in terms of distribution and scheduling
Informs everyone concerned of any changes
2. Client Communication
Initiates constant calibration of procedures with the client
Ensures everyone involved is updated with the correct process
3. Call Management System Analyst and Database Analyst Performance Monitoring
Constantly monitors the performance of all Call Management System Analysts and Workforce Analysts
Addresses performance concerns, especially on accuracy of reports
Ensures on‑time delivery
4. Monitoring Operation Flow (Real‑Time Monitoring and Scheduling)
Ensures smooth flow for entire operations and that correct procedures are being observed
Minimizes client escalations
5. Real‑Time Solution to Operations Concerns
Provides real‑time solutions to issues encountered on the operations floor
6. Staffing Analysis
Reviews and analyzes staffing aspects during operations
7. Trending Activities Evaluation
Identifies and reports trends in attendance and staffed hours
Works to uncover underlying issues
Qualifications
Bachelor’s Degree in Computer Studies, Engineering, Statistics, or Mathematics; or at least 2 years related work experience (preferably in the call center industry)
Six Sigma certification (desired)
Areas of Expertise (Skills)
Program Management
Forecasting
Analytical & Logical Thinking
Workforce Management
Data Management
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