Global Performance Leader

2 days ago

Bacolod City, Western Visayas, Philippines beBeeWorkforce Full time ₱800,000 - ₱1,200,000

Job Title: Workforce Management Supervisor

The role of the Real Time Workforce Management Supervisor is to oversee a team of analysts, ensuring that they take action to meet company goals and performance indicators.

This supervisor works closely with the Workforce Manager and internal business leaders to identify corrective actions that mitigate events impacting performance.

We're looking for someone who shares our values of empathy, urgency, and treating others like family. If you have what it takes, read on.

About This Role
  • Supervise 20 Real Time Analysts globally.
  • Perform one-on-one coaching with RTAs.
  • Train and orient new RTAs.
  • Analyze intra-day staffing reports and recommend changes to staffing to meet service level client expectations.
  • Making objective recommendations on incident management.
  • Coordinate with operational leadership to advise on opportunities affecting service level goals.
  • Review 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.

Benefits of this role include:

This position offers the opportunity to work in a dynamic environment, contributing to the success of the organization while developing your skills and expertise.

In order to excel in this role, you will need to be highly organized, able to multitask, and possess excellent problem-solving skills.

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