SUPERVISOR, WORKFORCE

Job Summary

Main Objectives and Duties:

1. Call Center Roster / QFN Database
○ Ensures meeting clients requirements in terms of distribution and scheduling
○ Informs everyone concerned of any changes

2. Client communication
○ Initiates constant calibration of procedures with the client
○ Ensures everyone involved is updated with the correct process.

3. Call Management System Analyst And Database Analyst Performance Monitoring
○ Constantly monitors the performance of all Call Management System Analyst and Workforce Analyst
○ Addresses performance concerns specially on accuracy of reports
○ Ensures its on-time delivery

4. Monitoring Operation Flow (Real Time Monitoring And Scheduling)
○ Ensures smooth flow for entire operations, that all correct procedures are being observed
○ Minimizes escalations from the client

5. Real-time Solution to Operation’s Concerns
○ Provides solutions on real-time issues encountered on the operations floor

6. Staffing Analysis
○ Reviews and conducts analysis on the staffing aspect during the operations

7. Trending Activities Evaluation
○ Identifies and reports any trend in attendance and staffed hours while working to uncover underlying issues

Area of expertise (Skills)

Bachelor’s Degree in either Computer Studies, Engineering, Statistics, or Mathematics or at least 2 years related work experience preferably in the Call Center industry

Other Skills and Experiences (Min)

Six Sigma certification (desired). 

Education