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Workforce Analytics Supervisor

Mandaue City, Central Visayas ·  3 hours ago (updated)

Admerex Solutions Inc

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  • Description

  • Responsible for leading efficiently the WFM team, planning, forecasting, scheduling and real time resource management to ensure that company objectives such as shrinkage and business goals are met. Establishes effective relationships with internal and external partners including Operations and other support HR, Finance and IT. Continuous Improvement as well as operational leadership to ensure daily service level metrics met. Communicates company policy information and requirements to staff and ensures operational decisions comply with policy.

    Minimum Requirements

    Bachelor's degree plus three (3) years related call center workforce management experience

    Must be available to work any shift any day

    Adept at managing multiple priorities and tasks in a fast-paced environment

    Ability to act and drive a sense of urgency to ensure both internal and external customers are served in a timely manner

    Preferred Special Skills, Knowledge or Qualifications

    Leading highly-motivated, high-performing workforce management teams. With experience on scheduling, forecasting, capacity planning and real-time workforce management.

    Build relationships with the operational leaders specifically the managers and team leads.

    Drive real time strategies including skilling, shrinkage utilization, as well as partner with operations to drive representative behaviors especially around call handling.

    Provide daily wrap up to the leadership team which would include key indicators such as call drivers, handle time and forecast comparisons, day of week comparisons, absenteeism trending, as well as other unique behaviors and drivers.

    Measure return on investment between shrinkage usage and performance

    Proficient with phone system reporting and scheduling tools and as well as Microsoft Office (Excel, Word, PowerPoint, Outlook).

    Absolute team player who consistently demonstrates respect, inclusion and an open mind.
  • Requirements

  • Minimum education level: Bachelor´s Degree
  • 3 years of experience
  • Language(s): English
  • Availability for travel: Yes
  • Availability for change of residence: Yes
  • People with disabilities: Yes

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Job summary

  • Workforce Analytics Supervisor

  • Mandaue City, Central Visayas

  • Company

    Admerex Solutions Inc
  • Type of contract

    Permanent contract

  • Work type

    Full Time

  • Apply