WFM Supervisor (ALP13638)
Makati City, Metro Manila
3d ago

Job Summary Responsible for leading a team of Mission Control (Real Time / RTA) analysts and schedulers

Duties / Responsibilities Responsible for the performance of this team on its defined objectives

Act as the WFM point of contact for all assigned projects

Co-ordinate and collaborate with operations and other departments to ensure smooth functioning of the production environment

Recommend procedural and operational guideline changes to improve communications and operational efficiency

Maintain confidentiality relative to organizational strategies, objectives, and practices

Participate in functions / meetings as required.

Work on special projects as needed Qualifications : Minimum 3 year WFM experience in a call center

Ability to understand, analyze and report on call center metrics

Must demonstrate good analytical, numerical, and problem solving skills.

Ability to define problems, collect data, establish facts, and draw valid conclusions

Must be enterprising, diplomatic and proactive in solving problems

Ability to work with and apply to practical situations mathematical concepts such as addition, subtraction, multiplication, division, fractions, percentages, and ratios

Excellent verbal and written communication skills

Ability to effectively present information across all levels of the organization

Strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail in a challenging, fast-

placed, shifting priority environment

Proficient in MS Excel

Proficient in any WFM Software (Blue Pumpkin, IEX, Aspect etc)

Flexible schedule and impeccable attendance record

Ability to write reports, business correspondence, and procedure manuals

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