Supervisor, Workforce

2 days ago


Philippines Qualfon Full time ₱1,000,000 - ₱2,000,000 per year


Overview

Role: Supervisor, Workforce

Responsibilities

Main Objectives and Duties:
  1. Call Center Roster / QFN Database

    • Ensures meeting clients' requirements in terms of distribution and scheduling
    • Informs everyone concerned of any changes
  2. Client Communication

    • Initiates constant calibration of procedures with the client
    • Ensures everyone involved is updated with the correct process
  3. Call Management System Analyst and Database Analyst Performance Monitoring

    • Constantly monitors the performance of all Call Management System Analysts and Workforce Analysts
    • Addresses performance concerns, especially on accuracy of reports
    • Ensures on-time delivery
  4. Monitoring Operation Flow (Real-Time Monitoring and Scheduling)

    • Ensures smooth flow for entire operations, that all correct procedures are being observed
    • Minimizes escalations from the client
  5. Real-Time Solution to Operation's Concerns

    • Provides solutions to real-time issues encountered on the operations floor
  6. Staffing Analysis

    • Reviews and conducts analysis on the staffing aspect during operations
  7. Trending Activities Evaluation

    • Identifies and reports any trend in attendance and staffed hours while working to uncover underlying issues


Qualifications

Area of Expertise (Skills):
  • Education:

    • Bachelor's Degree in Computer Studies, Engineering, Statistics, or Mathematics
    • Or at least 2 years of related work experience, preferably in the Call Center industry
    • Six Sigma certification (desired)
  • Competencies:

    • Program Management: Ability to design, implement, and manage programs and direct related resources, personnel, and activities in accordance with the approved/agreed plan.
    • Forecasting: Ability to develop models or projections based on the study of past results, relationships, and data, and anticipate future trends/events.
    • Analytical & Logical Thinking: Ability to identify and assess relevant information, issues, and concerns; relate and compare data from different sources; identify alternative actions; and approach problems using a logical, systematic method.
    • Workforce Management: Ability to plan, lead, organize, and control various Workforce processes such as staffing, projections, scheduling, service level analysis, metrics monitoring, etc., using tools like:
      • Avaya, CMS, Verint, Blue Pumpkin, IEX, eWFM, Aspect, Impact 360
      • Basic Erlang B & C Distribution, Queuing Theory
      • Statistical tools: descriptive analysis, inferential analysis, capacity utilization analysis
    • Data Management: Ability to plan, develop, and manage data storage and retrieval systems using accepted data models, standards, and processes



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