supervisor, workforce

2 days ago

Philippines Qualfon Full time $40,000 - $80,000 per year

Overview:

Role: Supervisor, Workforce

Responsibilities:

Main Objectives and Duties:

  • Call Center Roster / QFN Database

  • Ensures meeting clients' requirements in terms of distribution and scheduling

  • Informs everyone concerned of any changes

  • Client Communication

  • Initiates constant calibration of procedures with the client

  • Ensures everyone involved is updated with the correct process

  • 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

  • Monitoring Operation Flow (Real-Time Monitoring and Scheduling)

  • Ensures smooth flow for entire operations, that all correct procedures are being observed

  • Minimizes escalations from the client

  • Real-Time Solution to Operation's Concerns

  • Provides solutions to real-time issues encountered on the operations floor

  • Staffing Analysis

  • Reviews and conducts analysis on the staffing aspect during operations

  • Trending Activities Evaluation

  • Identifies and reports any trend in attendance and staffed hours while working to uncover underlying issues

Qualifications:

Area of Expertise (Skills):

  • Education:

  • Bachelor's Degree in Computer Studies, Engineering, Statistics, or Mathematics

  • Or at least 2 years of related work experience, preferably in the Call Center industry
  • Six Sigma certification (desired)

  • Competencies:

  • Program Management: Ability to design, implement, and manage programs and direct related resources, personnel, and activities in accordance with the approved/agreed plan.

  • Forecasting: Ability to develop models or projections based on the study of past results, relationships, and data, and anticipate future trends/events.
  • Analytical & Logical Thinking: Ability to identify and assess relevant information, issues, and concerns; relate and compare data from different sources; identify alternative actions; and approach problems using a logical, systematic method.
  • Workforce Management: Ability to plan, lead, organize, and control various Workforce processes such as staffing, projections, scheduling, service level analysis, metrics monitoring, etc., using tools like:
    • Avaya, CMS, Verint, Blue Pumpkin, IEX, eWFM, Aspect, Impact 360
    • Basic Erlang B & C Distribution, Queuing Theory
    • Statistical tools: descriptive analysis, inferential analysis, capacity utilization analysis
  • Data Management: Ability to plan, develop, and manage data storage and retrieval systems using accepted data models, standards, and processes

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