Location : Taguig City, Philippines
The Workforce Supervisor / Manager is responsible for managing, coaching and developing a team of WFM employees. Responsible for output and service to exceed client’s standards as well as internal stakeholders.
Oversees long and short-term forecasting, scheduling, vendor requirements, real-time traffic and intraday management.
This is a Start-Up Team.
As a Workforce Supervisor / Manager, a Typical Day Might Include the Following :
Responsible for job performance and general development of each team member.
Establishing what capabilities are required for individual team members to fulfill these requirements.
Monitoring performance on the work activities of individual team members both qualitatively and quantitatively.
Periodically reviewing personal development by means of mutual discussion and recording of personal development.
Coaching and motivating team members to enable them to fulfill requirements made both qualitatively and quantitatively.
Having regular team meetings and / or organizing team building / development activities.
Taking care of HR / Recruitment processes for the team alongside HR / Recruitment.
Support in developing, optimizing and assure a structured approach of all the processes and standard operational procedures the structure, systems, instruments and procedures in relation to the area of responsibility of the team.
Managing expectations & exceeding performance standards as defined by the client.
Support NICE Account Executives in identifying additional solution opportunities.
May assist completing tasks assigned to team members as needed.
Performs all other duties as assigned.
To Land This Gig You'll Need :
Minimum of 5+ years in contact center WFM environment and a minimum of 1+ year in a management leadership capacity.
Workforce experience relative to long and short-term forecasting, scheduling, vendor requirements, real-time traffic and intraday management.
Ability to work successfully in an outsourced vendor environment while achieving performance expectations.
Coaching and development skills are required and essential for this position.
Prior experience working in an enterprise and matrixed hierarchy.
Excellent problem-solving ability in high pressure situations.
Experience with NICE WFM systems as well as proficiency in Microsoft Office, particularly Excel (ie pivot tables, VisualBasic and Macro’s) and Windows.
Excellent verbal, written communication, and presentation skills in English are a must.
Preferred Experience :
Other WFM software experience.
May require analytical skills, solid mathematics and problem-solving backgrounds.
Proactive working style.
Ability to meet deadlines with accuracy.
Proven ability to multi-task