pooling | wfm rta Supervisor | davaoIBEX Global

OverviewThe successful candidate will oversee a team of analysts that are responsible for all facets of workforce planning and intraday management. This individual will determine and communicate work schedules and resources for various call queues across the organization while relying on extensive experience and judgment to achieve optimal coverage results.ResponsibilitiesThe selected candidate will work with site and department leaders to ensure adequate staffing, coverage by interval, as well as, to develop contingency plans during times of peak demand. Ownership of an end to end process with a wide degree of creativity and latitude is expected.QualificationsQualifications:
2-3 years of Workforce Supervisory experience
At least 1 year experience in Forecasting, and Scheduling
At least 1 year Intraday management experience
Familiar with a variety of the field's concepts, practices, and procedures.
Multi-site and Multi-skill call center experience
Previous large (-2500 seat) call center experience
Working knowledge of Blue Pumpkin, IEX, Aspect or other scheduling software
Must possess very strong analytical skills.
Must possess an in-depth understanding of call center metrics and mathematics
Willing to work in night shift
Willing to be assigned in SM Lanang
Special Skills and Abilities:
Ability to successfully interact with internal Operations and clients from VP level to associates
Ability to manage team sizes of 10+ persons
Advanced Excel experience
Leadership and people management skills
Strong written and verbal communication skills
Demonstrated analytical and organizational skills
IBEX Global

Davao del Sur
Permanent
Full-time