Real-Time Workforce Supervisor: Intraday & WFM Lead

ibex; Parañaque; Sur place; PHP 600 000 - 900 000; Plein temps

Résumé du poste

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

Responsabilités

• 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

Connaissances

Analytical skills

Call center metrics

Leadership

People management

Advanced Excel

Communication skills

Coaching

Description du poste

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.