
Workforce Supervisor
4 days ago
Job Description:
- Responsible for development and supervision of activities of resources related to Scheduling, Real Time Management, administer hiring, discipline, rewards, and performance management.
- Responsible for the day to day Real Time Management and Scheduling operations.
- Owns scheduling cycle and timelines from construction of initial schedule bids to performing the weekly adjustments
- Supervise the team members to produce various schedule scenarios to arrive at the optimum operational coverage, lowest cost, and highest quality of schedules
- Analyze and forecast call volume, handle time, headcount, attrition, PTO, sick trends, and other planning assumptions
- Analyze the time off process for the call center agents and determine PTO allotments.
- Coordinates with Operational leadership to advise potential opportunities that will affect the achievement of Service Level goals
- Reviews contact center trends, including call volume, call patterns, staff productivity, attrition rates.
- Analyze intra-day staffing reports and recommends changes to staffing in order to meet service level client expectations and requirements.
Qualifications:
- At least 2 years experience handling WFM functions – Reports Management, Real Time Analysis, Scheduling and Planning
- With Experience working in a BPO Environment
- Has experience with People Management and have supervised a team
- Should be knowledgeable on various WFM tools
- Highly Analytical and should have excellent knowledge on Microsoft Excel
- Has the Ability to multitask and Flexible to cope up in a fast paced environment
- Must be amenable to work on Shifting Schedules
- Candidates should be able to work in our Manila sites
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