Workforce Supervisor
Ben Edictio
- Quezon City, PhilippinesEastwood, Libis, QC, Quezon City, Metro Manila, PhilippinesQuezon CityMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Expired 7 years ago
2016-12-22T16:00:00+00:00Job closed.
Job Description
- Assists the Workforce Manager in overseeing the daily performance of the Forecast and Schedule Analysts.
- Tracks Team ATR
- Updates team on company policies and initiatives.
- Documents / Implements sanctions to company policy deviation
- Coaches / Counsels Forecast and Schedule Analysts periodically
- Conducts performance appraisals of Schedule analysts periodically.
- Alerts Operations of any potential or real risks to the production team with regards to achieving service goals.
- Responsible for forecasting the Long-term and Short-term headcount and seat requirements for budget planning and service level coverage
- Responsible for creating detailed volume forecasts using Workforce Planning, Forecasting and Scheduling software. Completes all monthly, weekly and daily forecasts with updated metrics and data
- Monitors daily, weekly, monthly and the annual center performance; alerts management to discrepancies or issues around volume fluctuations. Maintains monthly forecasting processes. Supports analysis of trending to adjust future planning
- Monitors daily performance of forecast against actual metrics within the center and applies changes to future plans
- Updates scheduler with changes that may impact the ability to meet required metrics
- Provides all forecasts in advance for review by Workforce Manager. Plans for future staffing needs based on call pattern trend analysis and key developments that affect staffing levels
- Plans, directs, supervises, and evaluates forecasting and scheduling workflow.
- Assists in the implementation of a Workforce Management System within the organization to enable effective management of shifts and work patterns
- Work with Scheduler to provide efficient schedules for agents that meet both employee and business needs
- Monitors performance of scheduler according to established standards and responsible for training and development scheduler
- Works with Scheduler to manage day-to-day operations by verifying forecast throughout the day and re-forecast when needed
- Maintains frequent contact with other departments like Training and QA to address training and coaching requirements of agents, assuring Service Goals are still met
- Performs routine audits of call center reports to ensure accuracy and integrity is maintained
- Responsible for efficient scheduling 365 days of the year
- Protects the organization’s assets thru upholding the principles of the Quality Information Security Management System (QISMS).
- Ensures confidentiality, integrity, and availability of information critical to fulfilling the organizations business functions.
Minimum Qualifications
- Must have strong Forecasting and Capacity Planning background
- Able to participate during training, orientation and awareness programs pertaining to QISMS.
- College degree in Mathematics, Statistics, Economics or related field
- Must have very strong workforce management and human resource background
- Highly organized with demonstrated organizational, analytical, and trouble-shooting skills. Must have strong technical documentation skills
- Must be highly self-motivated multi-task oriented team member with ability to self-manage tasks to completion within structured timelines
- Must be a team player with the ability to communicate to a wide range of individuals including senior call center management
- Problem solving and analytical skills critical
- Experience in planning, implementing, utilizing and supporting a Workforce Management system
- Must have excellent English communication skills
- May require direct interaction with client
- Must be proficient in EWFM, MS Excel and MS Word. Blue Pumpkin Director – Enterprise is a plus. Operational knowledge of Avaya and IVR systems is a plus.
- May require evening and/or weekend work
- Able to analyze call center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation
- Able to establish and maintain communication channels regarding impacts in forecast with AHT and call volume changes
- Able to proactively collaborate with other departments; call center staff to identify opportunities for improvement of resource utilization, and provide input on performance
- Able to understand forecasting and staffing inter-relationships, including the variable impacts of skill proficiencies
- Able to provide leadership and supervision to forecasting and scheduling staff
- Able to ensure Service Goals are met by monitoring, coordinating and adjusting staffing in a proactive and timely manner
- Able to maintain a 5% forecast variance against actual
- Serves as subject matter expert for workforce management software
- Able to implement workforce policies and procedures
- Able to analyze the performance of the forecasting and scheduling tools and ensure the implementation of process improvements
- Able to maximize the use of Blue Pumpkin Director – Enterprise software as tool for workforce scheduling and planning
- Able to establish, implement and continuously improve the quality information security policies assigned to him / her.
- Able to establish structure and procedures to protect classified information.
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Office Address
- Eastwood, Libis, QC, Quezon City, Metro Manila, Philippines
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About Ben Edictio
On December 1, 2014, Ben Edictio was launched with an objective of providing IT recruitment and placement services for the global business community.
Ben Edictio is established and managed by professionals with over 50 years of combined management expertise in Information Technology, Human Resource, Sales, and Marketing disciplines. We have the reach and the resources to connect our customers to the very best talents drawing from our network and database of over 30,000 professionals. We focus on understanding our customers’ business and needs that is why we are able to offer solutions that fit seamlessly in our customers’ organization.