RTA Workforce Supervisor

4 days ago

Manila, National Capital Region, Philippines IntouchCX Full time ₱540,000 - ₱780,000 per year

As Workforce Supervisor, You Will…

  • Evaluate forecasting and capacity models to give recommendations for long term staffing needs
  • Provide clear communication of the forecasted workload, changes, assumptions and inputs
  • Escalate discrepancies in data to management with recommendations for action
  • Work with business leadership to coordinate processes to meet the operational and strategic needs of the business
  • Advise on potential opportunities or hazards that affect the ability to meet strategic goals
  • Analyze proposals from WFM analysts' related to staffing needs
  • Respond to changes in the plan in a timely and accurate manner to ensure proper staffing levels are maintained
  • Act as initial point of contact for all assigned projects on all scheduling concerns
  • Coordinate and collaborate with operations and other departments to ensure the production environment is running smoothly
  • Exercise sound judgment when identifying staffing requirements and implementing procedural changes, while ensuring compliance with company policies and procedures
  • Recommend procedural and operational guideline changes to improve communications and operational efficiency
  • Directly respond to client escalations/queries with regards to Workforce Management
  • Participate in daily and weekly meetings that requires workforce involvement
  • Perform other duties as assigned

As Workforce Supervisor, You Have…

  • A post-secondary degree in a related discipline (Computer Science, Marketing, Communications, Business)
  • Have at least 2 year of Workforce Team Lead experience in both Real Time and Planning
  • Have at least 2 years of Workforce Planning experience
  • Experience working with Aspect and Verint software (considered an asset)
  • Strong analytical, problem-solving, technical, information-management and decision-making skills
  • Demonstrated strong interpersonal and communication skills
  • Superior organizational skills and the ability to follow through
  • Ability to work in a fast-paced, hectic & changing environment
  • Ability to effectively interact with employees at all levels and people from diverse backgrounds
  • Ability to think strategically
  • Ability to plan and monitor for results

Job Type: Full-time

Pay: Php50, Php65,000.00 per month

Benefits:

  • Health insurance
  • Life insurance

Experience:

  • Workforce Supervisor / Lead: 1 year (Preferred)

Willingness to travel:

  • 100% (Preferred)

Work Location: In person

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