Real Time Analyst Supervisor

ibex; Parañaque; On-site; PHP 600,000 - 900,000; Full time

Job summary

ibex is looking for an RTA Supervisor to oversee a team of analysts responsible for workforce planning and intraday management. You will set schedules and allocate resources across call queues to achieve optimal coverage and service levels.

In this role, you will monitor performance, coach team members, and collaborate with senior management to refine WFM processes and policies. Strong analytical skills and advanced Excel are essential.

Qualifications

• Must possess very strong analytical skills.
• Must possess an in-depth understanding of call center metrics and mathematics
• Ability to successfully interact with internal Operations and clients from VP level to associates
• Ability to manage team sizes of 10+ persons
• Advanced Excel knowledge
• Leadership and people management skills
• Strong written and verbal communication skills
• Demonstrated analytical and organizational skills

Responsibilities

• Scheduling and workload distribution for call center representatives to ensure high utilization and quality service
• Identify and resolve issues outside of own team
• Monitor training, development, and performance; provide coaching and feedback
• Coordinate activities of team members for efficient and quality execution
• Conduct new hire training on WFM guidelines and procedures
• Maintain communication by holding regular team meetings
• Review and develop staffing models based on forecasted call volumes
• Manage intraday schedule, cancellations, scheduling, and rescheduling time off
• Contribute to WFM strategy planning and problem solving
• Work with senior management to develop policies, procedures, and training programs
• May handle more complex, escalated, or urgent issues

Skills

Analytical skills

Call center metrics

Leadership

People management

Advanced Excel

Communication skills

Coaching

Job description

The RTA Supervisor 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.

Responsibilities:

• Responsible for scheduling and workload distribution for call center representatives to ensure a high utilization rate and high quality service
• Identifies and resolves technical, operational, and organizational issues outside of own team.
• Monitors the training, development, and performance of employees; provides consistent coaching and feedback.
• Coordinates activities of team members to ensure efficient and quality execution of their responsibilities.
• Conducts new hire training to educate on WFM guidelines and procedures.
• Maintains communication by holding regularly scheduled team meetings.
• Reviews and develops staffing models based on forecasted call volumes.
• Responsible for Intraday schedule management, i.e., cancelling, scheduling, and rescheduling time off the phones.
• Contributes to the analysis, problem solving and planning of the overall WFM strategy, including long and short term planning.
• Works with senior management to develop policies, procedures, and training programs that will meet the needs of the department.
• May be responsible for handling more complex, escalated, or urgent issues.

Qualifications/Skills:

• Must possess very strong analytical skills.
• Must possess an in-depth understanding of call center metrics and mathematics
• Ability to successfully interact with internal Operations and clients from VP level to associates
• Ability to manage team sizes of 10+ persons
• Advanced Excel knowledge
• Leadership and people management skills
• Strong written and verbal communication skills
• Demonstrated analytical and organizational skills