workforce SupervisorASCENT PRO

Description
Location: Makati/Ortigas/Taguig (Onsite)
Start Date: ASAP
Requirements:
• Candidate must possess at least a Bachelor's/College Degree in any field
• Required skills: Analytical skills, Problem-solving skills, Project Management skills, Decision-making skills, Computer (MS Office) skills.
• Minimum 2 years experience in a Call Center or Service-Oriented Industry (especially in areas of Workforce Planning, Management Reporting, and Performance Management)
• Minimum 2 years Management experience in areas of Workforce Planning/ Real Time Management
• Must have above-average oral and written communication skills
Responsibilities:
• Coordinate and guide the WFM team to ensure focus on Resource Planning, day-to-day schedule adjustments, real-time service issues, RTA activity, adherence and schedule compliance, and provide key reporting details.
• Assist the Call Center Operations Manager in coaching & developing the WFM team of executives
• Supervise the Workforce Executives who manage the day to day, hour to hour, and minute by minute calls flowing in and out of the call center through CMS and IEX technologies and utilize available resources such as Scheduling/Staffing Manpower and other data available to manage efficiency in staffing the center to meet the fluctuations in call demands and programs.
• Co-facilitate with the rollout and implementation of schedule changes and processes that are necessary to maintain customer and client satisfaction.
• Monitor all daily interval and client reports to Operations staff, Clients Services are accurate and sent on time
• Jointly responsible for managing the performance of the WF Executives by providing coaching, & feedback, documenting results, counseling and mentoring, and delegation of work whenever necessary
• Jointly responsible for the development of the WFM team and alignment of goals to meet client objectives
• Jointly responsible for meeting adherence targets and for uplifting morale and motivation of direct reports
• Responsible for co-facilitating team meetings and participating in Operations and client initiated meetings
• Responsible for maintaining a level of subject matter expertise on all WF processes and tools for training purposes
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Requirements
Minimum education level: Bachelor ́s Degree
Years of experience: 2
Availability for travel: Yes
Availability for change of residence: Yes
People with disabilities: Yes