Found Description
We are hiring a Workforce Supervisor who ensures that Real Time Analysts take actions to meet key performance indicators and goals, working with the Workforce Manager and other leaders to determine corrective actions to mitigate events impacting performance.
Responsibilities
- Supervises 20 Real Time Analysts globally
- Provides one‑on‑one coaching to RTAs
- Trains and orients new RTAs
- Analyzes intra‑day staffing reports and recommends staffing changes to meet service level expectations
- Makes objective recommendations on incident management
- Coordinates with operational leadership to advise on opportunities that affect service level goals
- Reviews contact center trends, including call volume, patterns, staff productivity, and attrition rates
Requirements
- 1–5 years of workforce experience in a BPO
- Experience in inbound performance analytics
- At least 2 yea...