Wfm Supervisor

IntouchCX; Hyderabad; On-site; INR 600,000 - 1,200,000; Full time

Job summary

IntouchCX is seeking a Workforce Supervisor to lead a team of Workforce Analysts and Specialists. You will guide forecasting, capacity planning, and staffing to meet client operational goals.

In this role you’ll collaborate with operations and leadership, ensure accurate workload forecasts, manage escalations, and drive process improvements to sustain performance in a fast-paced environment in Hyderabad. Hyderabad-based role with exposure to global clients.

Qualifications

• A post-secondary degree in a related discipline (Computer Science, Marketing, Communications, Business).
• 2+ years of Workforce Team Lead experience in Real Time and Planning.
• 2+ years of Workforce Planning experience.
• Experience with Aspect and Verint software is an asset.

Responsibilities

• Evaluate forecasting and capacity models to support long term staffing needs.
• Provide clear communication of forecasted workload, assumptions and inputs.
• Escalate data discrepancies with recommendations for action.
• Coordinate with operations to meet business needs and goals.
• Advise on opportunities or hazards affecting strategic goals.
• Respond to client escalations regarding Workforce Management.

Skills

Forecasting

Staffing planning

Analytical skills

Communication

Team leadership

Education

Post-secondary degree in related discipline

Tools

Aspect

Verint

Job description

About the Job

We\'re seeking a Workforce Supervisor to direct, manage, and supervise a team of Workforce Analysts and Specialists. The ideal candidate will be responsible for the team’s performance and development, and will ensure that team members are focused on the delivery of company goals and client operational expectations.

As Workforce Supervisor, You Will

• Evaluate forecasting and capacity models to give recommendations for long term staffing needs
  


• Provide clear communication of the forecasted workload, changes, assumptions and inputs
  


• Escalate discrepancies in data to management with recommendations for action
  


• Work with business leadership to coordinate processes to meet the operational and strategic needs of the business
  


• Advise on potential opportunities or hazards that affect the ability to meet strategic goals
  


• Analyze proposals from WFM analysts’ related to staffing needs
  


• Respond to changes in the plan in a timely and accurate manner to ensure proper staffing levels are maintained
  


• Act as initial point of contact for all assigned projects on all scheduling concerns
  


• Coordinate and collaborate with operations and other departments to ensure the production environment is running smoothly
  


• Exercise sound judgment when identifying staffing requirements and implementing procedural changes, while ensuring compliance with company policies and procedures
  


• Recommend procedural and operational guideline changes to improve communications and operational efficiency
  


• Directly respond to client escalations/queries with regards to Workforce Management
  


• Participate in daily and weekly meetings that requires workforce involvement
  


• Perform other duties as assigned
  

As Workforce Supervisor, You Have

• A post-secondary degree in a related discipline (Computer Science, Marketing, Communications, Business)
  


• Have at least 2 years of Workforce Team Lead experience in both Real Time and Planning
  


• Have at least 2 years of Workforce Planning experience
  


• Experience working with Aspect and Verint software (considered an asset)
  


• Strong analytical, problem-solving, technical, information-management and decision-making skills
  


• Demonstrated strong interpersonal and communication skills
  


• Superior organizational skills and the ability to follow through
  


• Ability to work in a fast-paced, hectic & changing environment
  


• Ability to effectively interact with employees at all levels and people from diverse backgrounds
  


• Ability to think strategically
  


• Ability to plan and monitor for results