Workforce Management Supervisor
CBRE Argentina
Makati City, National Capital Region, Philippines
3d ago

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Adjust work hours as necessary to meet deadlines (e.g., overtime, evening, weekend)
  • Manage workloads to ensure even distribution of responsibilities and provide development opportunities with assistance from supervisors
  • Analyze current and future call / work handling resources, attrition trends, learning curve, shrinkage, productivity factors, desk availability and shift requirements, to develop a staffing plan that includes optimum skill set mix, replacement and recruiting timing, training, and cross training details
  • Analyze delivery center absences and recommend actions to meet targets and vacation allowances when required
  • Analyze intraday statistics, delivery center performance, service levels, and scheduling statistics to recommend courses of action in balancing service levels to business and agent / staff requirements
  • May include management of resources performing these key responsibilities
  • Schedule any off-the-phone / call handling activities such as training initiatives, group huddles, mentoring sessions, team meetings and all time off (e.
  • g., PTO, approved leaves of absence, holidays)

  • Track and report employees' adherence to schedule, including off phone activity, using workforce software where applicable
  • Manage all WFM deliverables from assigned workflow until completion
  • Lead cadence discussions with Operations to discuss about SLAs and WFM deliverables updates
  • SUPERVISORY RESPONSIBILITIES

  • Review, validate and ensure timely delivery and accuracy of reports prepared by Intraday Analysts as well as from other WFM disciplines (Forecasting, Capacity Planning, Scheduling and Reporting).
  • Responsible for developing and ensuring integrity and consistency of set WFM processes / procedures applicable to the accounts being handled.
  • Responsible for ensuring Service Delivery to the client, balancing staffing requirements with operational efficiencies and financial goals.
  • Ability to extract, manipulate and present data from WFM application / manual platform. Ability to maximize benefits from WFM application by utilizing the full functionality.
  • Manage internal and external audit with processes and controls in place.
  • Conduct monthly coaching and performance feedback to their direct reports
  • Responsible for driving continuous improvement initiatives within WFM to optimize operations and deliver business value
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