Requisition ID : 180101
Work Area : Customer Service and Support
Expected Travel : 0 - 10%
Career Status : Professional
Employment Type : Regular Full Time
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.
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
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
Adaptability / Flexibility
Planning and organizing
Decisiveness / Judgment
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 :