Urgent Hiring! workforce supervisor cebuFoundeverTM

 
ESSENTIAL DUTIES AND RESPONSIBILITIES
 
  Adheres to Foundever policies on ethics and integrity.
Plays a lead role in the support team.
Collaborates with management to gain knowledge of specific work situations requiring employees to better understand changes in process, policies, procedures, & regulations of Foundever.
Works closely with management to ensure their reporting needs are satisfied
Compiles data and analyzes past and current trends.
Attend meetings and conference calls.
Must conduct performance appraisal for staff members.
Respond to emails in a timely fashion.
Collect, read, analyze, interpret, and summarize data in preparation & generation of statistical and analytical reports.
Maintain collection and tracking processes for relevant data.
Maintain appropriate records of contacts and results on a daily basis.
Design and/or develop specific systems for collection, tracking, and reporting of data.
Provide a variety of reports to Operations
Interact/co-ordinate with management in an organized manner resulting in effective data collection and analysis
Work in accordance with the rules, roles and responsibilities set/specified by immediate supervisors.
Deliver reports on time as requested by the client and/or management.
Acts decisively to solve account specific/individual issues related to data generation/analysis /interpretation.
Defines and manages achievement of client performance objectives.  Keeps all commitments made to Foundever and the client.
Audits and checks accuracy of weekly reports
Monitor, review and update staffing requirements for staff to schedule goals set by the client (MCI) by taking consideration attrition, new hires and transitions within the center.
Makes sure that the center is staffed for all the schedules to maintain Service Level Agreement (SLA) in terms of call handling capacity and other performance goals.
Coordinate schedule assignments of employees with Account Managers, Business Manager and Team Leaders to ensure smooth transitions in schedule swapping or changes.
Handles schedule adjustments for ad-hoc exceptions, pre-approved meeting and training times, and other future exceptions needed to set in the IEX scheduling tool for all representative,
Generates staffing projection based on center attrition
Consolidates absenteeism and schedule adherence reports and provide necessary feedback to Team Leaders, Supervisors and Account Mangers on how to manage absenteeism and schedule adherence.
Interpret and analyze statistical reports to formulate action plans for the group to implement for the entire account. Communicates and helps formulate initiatives to drive performance
Acts as point of contact for the center with MCI's National Resource Management for real time staffing and scheduling concern, and coordinates directly with the Denver head office for real time updates.
May perform other additional duties and responsibilities as assigned.
 
QUALIFICATIONS 
 
Ability to communicate effectively, both verbal and in writing.
Ability to gather and analyze statistical data and generate reports.
Knowledge of reporting methodology, principles and procedures.
Ability to prepare reports and presentations.
Record maintenance skills.
Ability to design/generate and implement systems necessary to collect, maintain, and analyze data.
Skill in the use of computer and related software. Including a working knowledge of Microsoft Excel and other Office applications.
Experience and proven ability to generate and analyze performance data of the account(s).
Ability to prepare and present reports accurately and well within the time frame specified.
Strong planning, time management and organizational skills.
Recover quickly from set backs.
Ability to demonstrate and articulate creative thinking and a willingness to implement new approaches.
Highly motivated, self-starter with a commitment to see proposals/reports through to their completion and effective maintenance of the same.
Display a high level of professionalism, integrity, and maturity.
Polished and poised. Project energy, self-confidence, authority, and enthusiasm.