Senior Workforce Strategist

1 day ago

Angeles City, Central Luzon, Philippines beBeeSupervisor Full time ₱900,000 - ₱1,200,000
Overview

The role of Workforce Supervisor is a pivotal position within the organization, responsible for overseeing the overall management and direction of the workforce. This includes motivating Analysts and SMEs to ensure that client/customer goals are met. The Workforce Supervisor analyzes work volume variances to forecast and adjust scheduling/staffing levels accordingly. They monitor service levels and direct real-time forecasting to meet service level agreements. Additionally, they provide advice to management on efficient and cost-effective strategies to deliver on service level agreements.

Responsibilities
  • Manage team performance, expectations, and goals through KPIs and coaching.
  • Coach, train, and develop pipeline for innovation and solution to help identify next generation leaders in WFM.
  • Maintain high level professionalism and act as role model for RTA, Scheduling, Planning, Forecasting, and Reporting.
  • Monitor team's productivity and quality by auditing the workflow and communications.
  • Lead effectively with respect and demonstrate technical traits of WFM functions.
  • Manage client expectations and represent self as WFM voice along with the team.
  • Backup team and leadership in absence of higher leadership and maintain competitive edge.
  • Create sophisticated presentations to visualize business case through simple story and data visualization.
  • Balance need of leadership and employee expectations, identifying opportunities to celebrate team success and keep employees engaged positively.
  • Review, prepare, and practice with team before Ops, client meetings, and WFM Leadership presentations.
  • Take accountability of failures/escalations, providing root cause analysis along with suggestions to fix them.
Requirements
  • 7-9 years call center experience.
  • Minimum 2-4 years managing Workforce Operations in a call center environment.
  • College Diploma or Bachelor's degree in Business, Finance, Management, Mathematics, Statistics, Computer Science, or related field.
  • Strong technical, project management, implementation, and process improvement skills.
  • General business acumen, including reporting and analysis, presentation skills, and organizational abilities.
  • Able to travel as needed.
Equal Opportunity Employer

This organization believes in equal employment opportunity and does not discriminate based on various factors such as race, color, creed, religion, sex, gender identity, sexual orientation, marital status, political affiliation, union membership, national origin, ancestry, citizenship status, veteran status, age, physical or mental disability, genetic information, or any other protected category.

Job Function
  • Workforce Management
Industry
  • Contact Center Outsourcing

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