SAP Concur (User Support Desk WFM Supervisor)
SAP
Manila
5d ago

Requisition ID : 180101

Work Area : Customer Service and Support

Expected Travel : 0 - 10%

Career Status : Professional

Employment Type : Regular Full Time

COMPANY DESCRIPTION

As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification.

From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition.

SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

Job Overview :

The Workforce Supervisor is responsible for the development of the workforce specialists to ensure that call center objectives such as SVL and Shrinkage are met.

The Supervisor would be tasked with managing the day to day activities of the team, will also develop tactics based on the manager’s and company’s strategies for success while maintaining a favorable work environment.

The development of relationships between Workforce and Operations is a critical component to the supervisor’s success.

Responsibilities :

  • Manage the work schedule for the team to ensure full coverage at all times during hours of operation (including holidays).
  • Ensure the professional development of each of the workforce specialists.
  • Willing to be in the game with the specialists to inspect what you expect while also leading by example.
  • Build relationships with the operational leaders specifically the manager, supervisor and team leads.
  • Drive real time strategies including skilling, shrinkage utilization, as well as partner with operations to drive representative behaviors especially around call handling.
  • Provide daily wrap up to the leadership team which would include key indicators such as call drivers, handle time and forecast comparisons, day of week comparisons, absenteeism trending, as well as other unique behaviors and drivers.
  • Measure return on investment between shrinkage usage and performance
  • Coordinate with local leadership teams to schedule offline activities to balance SVL’s while also ensuring that local and national priorities are met.
  • Provide weekly plan to workforce leader and operations team to identify the opportunities and challenges of the coming week.
  • Establish and report a set of metrics and dashboard that reports on accomplishments and forecasts outcomes.
  • Be aware of and comply with all corporate policies
  • Qualifications

  • Ability to drive high performance work teams
  • Experience and understanding of staffing, queues, and performance measurements
  • Proficiency with Excel
  • Adept at managing multiple priorities and tasks in a fast-paced environment
  • Strong written and verbal communication skills with the ability to drive and effectively communicate change
  • Good reasoning abilities and sound judgment. Tactful, flexible and people oriented.
  • Communication and interpersonal skills
  • Ability to work in a team environment
  • Ability to act and drive a sense of urgency to ensure both internal and external customers are served in a timely manner.
  • Ability to motivate and lead through tactical leadership built from strategic vision.
  • Strong ability to analyze call trends and take appropriate action
  • College degree preferred
  • Must be available to work any shift any day
  • Education, Experience & Training required :

  • Bachelor degree in a technical field or equivalent experience
  • Two or more years experience in technical or service support interfacing with customers
  • Ability to pass a background check
  • Previous Workforce management desired
  • Job Specific Specialized Knowledge & Skills :

  • Excellent written and verbal communication skills, including persuasion and documentation skills
  • Working knowledge of call center dynamics, verbiage and methodologies
  • Ability to plan and to prioritize
  • Basic to Intermediate computer knowledge required
  • Internet experience required
  • Experience in Multi-site call center management desired
  • Critical Performance Competencies :

  • Communication and Influence
  • Empowerment
  • Adaptability / Flexibility
  • Planning and organizing
  • Stress management
  • Decisiveness / Judgment
  • Accountability
  • Process Management / Quality
  • Value Competencies :

  • Displays passion for & responsibility to the customer
  • Hires, develops & rewards great people
  • Displays leadership through innovation in everything you do
  • Displays a passion for what you do and a drive to improve
  • Displays a relentless commitment to win
  • Displays personal & corporate integrity
  • SAP'S DIVERSITY COMMITMENT

    To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

    SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and / or mental disabilities.

    If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-

    mail with your request to Recruiting Operations Team (Americas : Careers.NorthAmerica sap.com or Careers.LatinAmerica sap.

    com, APJ : Careers.APJ sap.com, EMEA : Careers sap.com). Requests for reasonable accommodation will be considered on a case-by-case basis.

    Additional Locations :

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