RTA Supervisor - Bohol | with Relocation Assistance | Open to Manila Candidates

IBEX Global Solutions (Philippines) Inc.; Tagbilaran; Sur place; PHP 391 000 - 580 000; Plein temps

Résumé du poste

IBEX Global Solutions (Philippines) Inc. is seeking a Workforce Supervisor who will oversee analysts responsible for staffing and intraday management across multiple queues.

You will determine schedules, allocate resources, and collaborate with site and department leaders to maintain coverage and develop contingency plans during peak times. The role requires 2–3 years of supervisor experience, 1+ year in forecasting and scheduling, and strong analytical skills.

Qualifications

• 2-3 years of Workforce Supervisory experience (open to Sr. RTA, Lead RTAs)
• At least 1 year experience in Forecasting, and Scheduling.
• Amenable to work onsite and in graveyard shift
• Must be willing to relocate in Tagbilaran, Bohol.
• Open to Manila and Non-Bohol candidates - with relocation assistance (terms and conditions apply)
• At least 1 year Intraday management experience
• Familiar with scheduling software such as Blue Pumpkin, IEX, Aspect
• Must possess very strong analytical skills
• Must possess an in-depth understanding of call center metrics and mathematics
• Previous large (~2500 seat) call center experience

Responsabilités

• Oversee a team of analysts responsible for all facets of workforce planning and intraday management.
• Determine and communicate work schedules and resources for various call queues.
• Develop contingency plans during peak demand times and ensure optimal coverage.
• Own end-to-end processes with creativity and latitude.

Connaissances

Workforce supervision

Forecasting & scheduling

Intraday management

Call center operations

Leadership

Analytical skills

Metrics & math

Multi-site / multi-skill

Communication skills

Relocation willingness

Outils

Blue Pumpkin scheduling

IEX

Aspect

Description du poste

Overview

The successful candidate 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

The selected candidate will work with site and department leaders to ensure adequate staffing, coverage by interval, as well as, to develop contingency plans during times of peak demand. Ownership of an end to end process with a wide degree of creativity and latitude is expected.

Qualifications

• 2-3 years of Workforce Supervisory experience (open to Sr. RTA, Lead RTAs)

• At least 1 year experience in Forecasting, and Scheduling.

• Amenable to work onsite and in graveyard shift

• Must be willing to relocate in Tagbilaran, Bohol.

• Open to Manila and Non-Bohol candidates - with relocation assistance (terms and conditions apply)

• At least 1 year Intraday management experience

• Familiar with a variety of the field's concepts, practices, and procedures.

• Multi-site and Multi-skill call center experience

• Previous large (~2500 seat) call center experience

• Working knowledge of Blue Pumpkin, IEX, Aspect or other scheduling software.

• Must possess very strong analytical skills

• Must possess an in-depth understanding of call center metrics and mathematics

Special Skills and Abilities:

• Ability to successfully interact with internal Operations and clients from VP level to associates

• Ability to manage team sizes of 10+ persons

• Advanced Excel experience

• Leadership and people management skills

• Strong written and verbal communication skills

• Demonstrated analytical and organizational skills