Workforce Supervisor l Work From Home Set-up
Admerex Solutions Inc
Mandaluyong, National Capital Region (PH), PH
1d ago

Responsible for leading efficiently the WFM team, responsible for planning, forecasting, scheduling and real time

resource management to ensure that company objectives such as shrinkage and business goals are met.

Establishes effective relationships with internal and external partners including Operations and other support HR,

Finance and IT. Continuous Improvement as well as operational leadership to ensure daily service level metrics

met. Communicates company policy information and requirements to staff and ensures operational decisions

Minimum Requirements

  • Bachelor's degree plus three (3) years related call center workforce management experience
  • Must be available to work any shift any day
  • Adept at managing multiple priorities and tasks in a fast-paced environment
  • Ability to act and drive a sense of urgency to ensure both internal and external customers are served in a timely
  • manner

    Preferred Special Skills, Knowledge or Qualifications

  • Leading highly-motivated, high-performing workforce management teams. With experience on scheduling,
  • forecasting, capacity planning and real-time workforce management.

  • Build relationships with the operational leaders specifically the managers 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.

  • With RTA background and with sound knowledge on its best practices
  • 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
  • Proficient with phone system reporting and scheduling tools and as well as Microsoft Office (Excel, Word,
  • PowerPoint, Outlook).Absolute team player who consistently demonstrates respect, inclusion and an open mind
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