Realtime Workforce Manager - Scheduling & Intraday Ops

IBEX Global Solutions (Philippines) Inc.; Bohol; Sur place; PHP 360 000 - 600 000; Plein temps

Résumé du poste

IBEX Global Solutions (Philippines) Inc. is seeking an RTA Supervisor to oversee a team of analysts responsible for workforce planning and intraday management.

You will determine schedules and resources for call queues, collaborating with site and department leaders to ensure adequate staffing and peak coverage. You will lead training, monitor performance, and develop contingency plans while shaping WFM strategy with senior management.

Qualifications

• Four year college degree in any field preferred.
• At least 3 years in a supervisory role in a related field is required.
• At least 1 year experience in Forecasting and Scheduling.
• At least 1 year Intraday management experience.
• Working knowledge of scheduling software (Blue Pumpkin, IEX, Aspect).
• Large call center experience (~2500 seats) is preferred.
• Multi-site and multi-skill call center experience is preferred.

Responsabilités

• Schedule and distribute workload 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 team activities for efficient execution of responsibilities.
• Conduct new hire training on WFM guidelines and procedures.
• Maintain staffing models based on forecasted call volumes.
• Manage Intraday schedules (cancelling, scheduling, rescheduling).
• Contribute to WFM strategy and long/short term planning.
• Work with senior management on policies, procedures, and training.
• Handle complex, escalated, or urgent issues as needed.

Connaissances

Analytical skills

Call center metrics

Executive interaction

Team leadership

Advanced Excel

Written & verbal communication

Organizational skills

Problem solving

Formation

Bachelor's degree

Outils

Blue Pumpkin

IEX

Aspect

Description du poste

IBEX Global Solutions (Philippines) Inc. is seeking an RTA Supervisor to oversee a team of analysts responsible for workforce planning and intraday management.

You will determine schedules and resources for call queues, collaborating with site and department leaders to ensure adequate staffing and peak coverage. You will lead training, monitor performance, and develop contingency plans while shaping WFM strategy with senior management.