Supervisor, Workforce Management

2 weeks ago

Manila, National Capital Region, Philippines Ubiquity Full time ₱400,000 - ₱800,000 per year

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 Eastwood, Q.C / BGC, Taguig site

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