BPO Workforce Supervisor

2 weeks ago

Pasay, National Capital Region, Philippines ePERFORMAX Contact Centers Corporation Full time ₱1,200,000 - ₱2,400,000 per year

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Responsibilities:

  • Facilitate the development of the Workforce Specialists' performance by conducting individual coaching sessions.
  • Facilitate daily/weekly performance check-ups, meetings, and reviewing schedule containers and WFS to support WFS in their daily tasks, ensure a timely response to requests and concerns and meet staffing targets and other the client requirements.
  • Effectively manage site/LOB hours by updating, reviewing, validating and consolidating reports, communicating recommendations to the Operations/Workforce Manager, and collaborating with other departments to implement action plans and projects to meet client requirements.
  • Execute real-time strategies including skilling, shrink utilization and partner with Operations to drive representative behaviors that impact handle time.
  • Measure return on investment between shrink usage and daily performance.
  • Uphold client policies to ensure that the client's business and its customers are protected.
  • Effectively manage situations that require use of judgement to identify, communicate, and resolve issues that impact coverage, site/LOB goals, and client requirements.
  • Perform ad hoc tasks to support departmental needs and functions.

Requirements:

  • Candidate must possess a bachelor's degree in business-related field or at least 2-3 years of working experience as a Workforce Supervisor in a call center/BPO industry.
  • Deep subject matter knowledge and hands on experience with workforce planning, scheduling/forecasting, real time adherence, intraday reports, reporting outages, managing team scorecards, attendance, payroll and telephony.
  • Ability to adjust staffing plans in real-time based on running performance against target
  • Ability to work cross-organizationally at senior levels to champion/drive change and solutions.
  • Demonstrate a well-defined customer-centric approach to workforce management in a dynamic environment.
  • Experience with Verint: Real-time, Reporting, Scheduling (EIX experience is a plus)
  • Strong organizational, presentation, interpersonal, and consultative skills.
  • Proficient in MS Office specifically Excel (Pivots, Formulas & Erlang).
  • Must be willing to work flexible schedules (including weekends and holidays).

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