WFM Supervisor - Paranaque (Work onsite)

Overview

The WFM Supervisor candidate will oversee a team of analysts that are responsible for all facets of workforce planning and intraday management. This individual will determine and communicate work schedules and resources for various call queues across the organization while relying on extensive experience and judgment to achieve optimal coverage results. The selected candidate will work with site and department leaders to ensure adequate staffing, coverage by interval, as well as, to develop contingency plans during times of peak demand. Ownership of an end to end process with a wide degree of creativity and latitude is expected.

Candidates must have working knowledge of Blue Pumpkin, IEX, Aspect and/or other scheduling software.

Responsibilities

• Responsible for scheduling and workload distribution for call center representatives to ensure high utilization rate and high quality service.
• Identifies and resolves technical,...