Workforce Management SupervisorContinuum Global Solutions

The WFM Supervisor works within the Workforce Management department and supervises a team of WFM Planners, WFM Schedulers or WFM Intraday Management employees as well as the responsibility for the performance, output and quality delivered by the team. The WFM Supervisor performs various activities in close consultation and collaboration with other members of the onshore, offshore, shared production center and/or support WFM teams and mainly with his reports (directing) and manager (reporting). You must have experience managing the WFM process within customer care organizations. You should have a strong understanding of the call center processes, high level of English communication skills, and proven success with coaching & mentoring a team! Interested? Click "Apply Now" so we can review your resume and connect about next steps!
JOB RESPONSIBILITIES:
Evaluates effectiveness of staffing strategies and team's efficiency in response to managing planned and unplanned events, all in an effort to ensure effective utilization of call center phone support resources to achieve business objectives.
Empowered to provide recommendations to Leadership to address obstacles that stand in the way of meeting objectives, which can include call center TSF, Containment rates, and occupancy and shrinkage goals.
Communicates organization performance to leadership through advanced reports and analysis.
Leads Workforce Analysts, driving consistency, best practices, and tactical guidance. Acts as the workforce management advocate for Operations Management; communicating staff plans, improvement opportunities and workforce initiatives.
Empowered to evaluate processes and procedures and creates automated solutions to improve efficiency and quality of manual processes.
Leads large scale and often complex coordination of Enterprise wide initiatives and training.
Coaches and mentors direct reports to optimize performance, ensure growth and development of skills/talent.Evaluates effectiveness of staffing strategies and team's efficiency in response to managing planned and unplanned events, all in an effort to ensure effective utilization of call center phone support resources to achieve business objectives.
Empowered to provide recommendations to Leadership to address obstacles that stand in the way of meeting objectives, which can include call center TSF, Containment rates, and occupancy and shrinkage goals.
Communicates organization performance to leadership through advanced reports and analysis.
Leads Workforce Analysts, driving consistency, best practices, and tactical guidance. Acts as the workforce management advocate for Operations Management; communicating staff plans, improvement opportunities and workforce initiatives.
Empowered to evaluate processes and procedures and creates automated solutions to improve efficiency and quality of manual processes.
Leads large scale and often complex coordination of Enterprise wide initiatives and training.
Coaches and mentors direct reports to optimize performance, ensure growth and development of skills/talent.
PERKS & BENEFITS
Salary Range: ₱400,000 - ₱625,000 (based on experience)
Stable Full-Time Employment & Bonus/Incentive Pay
Insurance & Other Company Benefits
Fun, Healthy Work Environment
Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Individuals with disabilities in need of a reasonable accommodation to apply or compete for employment with Continuum Global Solutions or one of its subsidiaries may request such accommodation(s) by sending an e-mail to [Protected Info]. Be sure to include your name, the job you are interested in, and the accommodation you are seeking. Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address. In addition, our representatives will never ask for any form of payment from a new hire or candidate. Please report suspicious activity to [Protected Info].
Continuum Global Solutions