workforce Supervisor1840 & Company

WORKFORCE SUPERVISOR - PHILLIPPINES
Independent Contractor/ Freelance Full-Time Remote work from home role
Total No of Vacancies: 1
Mandatory Pre-requisites
1. Good English Communicating SKills ( written & verbal )
2. To be based anywhere across Phillippines
3. Remote (Work from Home) - Full-Time Role
4. Must have their own laptop/desktop which meets minimum qualifications:
Processor - Core i5 or higher, RAM - 8GB or higher, Bandwidth Requirements Minimum- Download Speed: at least 6 Mbps; Upload Speed: at least 5 Mbps. And a quiet, private place in your home where you can work without background noise (trust us, you'll appreciate the quiet) and without interruption.
About us
1840 & Company is a global managed marketplace for vetted professional resources and outsourcing solutions. We proactively curate a marketplace of freelance marketers, developers, and finance professionals globally. Additionally, 1840 and Company delivers managed outsourcing solutions such as contact center and back-office solutions currently from a work from home model. At 1840 & Company, we rely on knowledgeable professionals to interact with our valued customers when they have questions or concerns. This position is for internal hiring, we are looking for immediate hire for WorkForce Supervisor for 1840 & Company.
You will have the opportunity to work in a fast-paced, creative and high-performance environment. You will be responsible for planning, forecasting, scheduling, and real-time resource management in-center and
remote advisors.
Minimum Requirements:
Bachelor's degree plus five (5) years related call center workforce management experience.
Five plus years of experience with forecasting, capacity planning, and real-time workforce
management
Proficient with phone system reporting and scheduling tools (Verint, Nice, IEX, Cisco) as well as
Microsoft Office (Excel, Word, PowerPoint, Outlook)
Ability to demonstrate and articulate understanding of key workforce management concepts as
related to forecasting, capacity planning, scheduling, real-time monitoring, call routing and
performance improvement.
Strong quantitative/analytical skills.
Excellent interpersonal, written, verbal, and listening skills
Absolute team player who consistently demonstrates respect, inclusion, and an open mind
Proven ability to coach to, and drive for, results and provide strategic value.
able to promote change by influencing and guiding others in a positive manner.
Strong project management skills.
Must be knowledgeable with the following tools: OTC, Kronos, IEX, Vici Dial, Salesforce
Responsibilities:
Leads the Workforce team responsible for short-term and long-term workload forecasting,
scheduling, real-time resource management and proactively working to meet daily metrics by
staying in constant communication with care center teams.
Ensures delivery of key metrics, staffing budgets, training requirements, and performance
metrics through optimization of resources, identifying and implementing process
improvement and leveraging automation/technology
Executes communication strategy for regular call center results provided to the executive
leadership team by demonstrating the ability to synthesize quantifiable data into easy to
understand actionable recommendations through a consulting mindset.
Increases efficiency by recommending staffing strategies that support the needs of a multi-skilled customer contact center.
Acts as Workforce Management liaison with internal and external site operations including
home-based associates and metro/state offices, providing same-day and 7-day planning
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1840 & Company

Philippines
Permanent
Full-time