WFM Supervisor

Teleperformance; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job description

Responsibilities

• Leads the workforce team responsible for short-term and long-term workload forecasting, scheduling, real-time resource management and proactively working to meet daily metrics by staying in constant communication with care center teams.

• Develops and motivates employees through regular coaching and feedback that leads to improved results that support the overall operations of the business.

• Executes communication strategy for regular call center results provided to the executive leadership team by demonstrating the ability to synthesize quantifiable data into easy to understand actionable recommendations through a consulting mind set.

• Partners with training and operations to coordinate all required training for the customer care center.

• Analyzing real-time call trends and adjust staffing to ensure service levels as well as company’s financial goals (efficiencies) are met.

• Making necessary adjustments to workforce management software to appropriately track the productivity of Call Center Agents.