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Workforce Planning Supervisor

3 weeks ago

Manila, National Capital Region, Philippines IBEX Global Solutions (Philippines) Inc. Full time
About the Job

We are currently looking for a skilled Workforce Planning Supervisor to join our team at IBEX Global Solutions (Philippines) Inc. As a Workforce Planning Supervisor, you will play a key role in determining and communicating work schedules and resources for various call queues across the organization.

This is a challenging and rewarding role that requires strong analytical and organizational skills, as well as the ability to work effectively with internal teams and external clients.

Key Responsibilities
  1. Determine and communicate work schedules and resources for various call queues across the organization.
  2. Supervise a team of analysts responsible for workforce planning and intraday management.
  3. Collaborate with site and department leaders to ensure adequate staffing and coverage by interval.
  4. Develop contingency plans during times of peak demand.
Requirements
  • 2-3 years of Workforce Supervisory experience.
  • At least 1 year experience in Forecasting, and Scheduling.
  • At least 1 year Intraday management experience.
  • Familiar with a variety of the field's concepts, practices, and procedures.
  • Multi-site and Multi-skill call center experience.
  • Previous large (~2500 seat) call center experience.
  • Working knowledge of Blue Pumpkin, IEX, Aspect or other scheduling software.
  • Must possess very strong analytical skills.
  • Must possess an in-depth understanding of call center metrics and mathematics.
  • Willing to work in night shift.
  • Must be amenable to work onsite in Paranaque or Pasig.
Special Skills and Abilities:
  • Ability to successfully interact with internal Operations and clients from VP level to associates.
  • Ability to manage team sizes of 10+ persons.
  • Advanced Excel experience.
  • Leadership and people management skills.
  • Strong written and verbal communication skills.
  • Demonstrated analytical and organizational skills.