Workforce Management Supervisor

We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world

POSITION DESCRIPTION

Job title: Workforce Supervisor

Site: Beta

Reporting to: Senior Workforce Manager

Acquire Intelligence exists to help businesses unlock smarter ways of working. We believe that by combining the best of people, process, and automation, companies can grow faster and operate with greater confidence. Our purpose is to remove complexity, improve performance, and drive intelligent transformation for organizations around the world.

As an Acquire Intelligence employee, your role is vital in achieving and exceeding individual and team targets that support company objectives, while building and maintaining customer relationships. You're also responsible for complying with and enforcing procedures aligned with our information security policies.

As a values-led organization, we expect all our team members to exemplify our four values of Curious and Clever, Entrepreneurial Energy, Fast with Intent and Laugh and Learn.

A SNAPSHOT OF YOUR ROLE

Organize and direct the daily activities related to the operation of the call center. Responsible for managing, training and guiding analysts in performing their duties. Provide support, reports and resolve issues and complaints regarding Workforce Management processes. Monitor call center performance and analyze reports. Recommend plans of actions to ensure efficiency on call center operations.

You are a Workforce Supervisor, a champion in your field. As part of the A-team, your role plays an important part in our success. Your tasks for the day include, but are not limited to, the following:

• Manage and direct the daily activities of their respective teams (intraday, reporting, planning and scheduling, and capacity planning)
• Supervise, plan, and manage functions concerned to call centre environment
• Carry out supervision, coaching, training, disciplining, and reviewing analysts
• Acting as an information source and answering questions relative to call centre operations, assigning tasks, following up and giving instructions as needed
• Ensure that the team members acquire the appropriate support and training to apply the best skills and knowledge on the job
• Carry out performance measurement, monitoring, and evaluation of all analysts to improve the efficiency
• Compile and maintain lists of on-call and key schedules and personnel, and ensure that the analysts can use all lists as required
• Update databases, organizing activities related to maintenance and repair of equipment
• Prepare and direct schedules, monitoring attendance of analyst, schedule breaks and shifts as necessary
• Communicate solutions, successes, and opportunities to the Workforce Manager
• Practice and ensure compliance with that of all the organization's policies and procedures
• Performs other duties as assigned

A BIT ABOUT YOU

• A college graduate, preferably of a technical course
• At least five (5) years of Workforce Management experience in a call centre setting is required
• At least three (3) years of Supervisory experience managing a dynamic team
• Ability to lead, support and train staff
• Must be a critical thinker who can contribute to challenging assignments in a business-critical environment
• Strong quantitative and qualitative analytical skills with the ability to apply these efficiently
• Ability to plan well and prioritize work based on need
• Good decision making skills and maintains calmness under tight pressure
• Extensive familiarity with call centre software applications including MS Excel, VBA, SQL programming and Erlang functions is a must. Knowledge in use of MS Access, Genesys, Cisco, and eWFM is a plus
• Very good verbal and written communication and comprehension skills
• Ability to maintain confidentiality
• Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds

WHAT SUCCESS LOOKS LIKE

• Uninterrupted business operations.
• Highly satisfied customers.
• Achievement of KPIs.
• Highly motivated and high-performing workforce.

WHAT WE VALUE

We're proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

• Curious and Clever: Smart questions spark smart solutions.
• Entrepreneurial Energy: Think like an owner. Solve like a founder.
• Fast with Intent: We move fast and deliver real results.
• Laugh and Learn: We don't take ourselves too seriously, just our results.

We help companies grow faster and operate smarter by delivering intelligent outsourcing and automation solutions.

Our mission is to eliminate inefficiencies, automate with intent, and reallocate work to where it performs best, always guided by safety, flexibility, and innovation.

Join the A-Team and experience the A-Life