Workforce Supervisor

9 hours ago

Ayala Alabang, National Capital Region, Philippines WNS Global Services, Inc. Full time $40,000 - $80,000 per year

Job Description and Qualifications:

· At least College level

· years' related work experience in WFM functioning as Supervisor/Team Lead in a BPO setting.

· Assist the WFM Manager in developing and implementing workforce planning strategies to align staffing levels with business needs and operational goals

· Support the forecasting process by analyzing historical data, call volume trends, and other relevant metrics to accurately predict future workload demands.

· Collaborate with WFM analysts and operations leaders to develop optimized schedules that balance employee preferences, operational requirements, and service level targets.

· Coordinate scheduling activities, including shift bidding, time-off requests, and schedule adjustments, to ensure adequate coverage and minimize disruptions.

· Monitor real-time performance metrics and assist in making adjustments to schedules and staffing levels to address fluctuations in call volume and service level adherence.

· Assist in the development and maintenance of reporting dashboards, KPIs, and performance metrics to track workforce productivity, efficiency, and service quality.

· Provide guidance and support to WFM team members, including analysts, schedulers, and real-time monitors, to ensure adherence to best practices and operational standards.

· Conduct regular reviews and audits of scheduling processes, data accuracy, and compliance with company policies and regulatory requirements.

· Serve as a liaison between the WFM team and other departments, providing updates, sharing insights, and addressing operational concerns as needed.

· Amenable to work in a shifting schedule

· Amenable to work in Alabang

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