SUPERVISOR, WORKFORCE MANAGEMENT

Qualfon Philippines; Central Visayas; On-site; PHP 400,000 - 700,000; Full time

Job summary

Qualfon Philippines is seeking a Workforce Supervisor to lead a team of Real-Time Analysts, Workforce Analysts, Schedulers and Reporting Analysts within our contact center operations.

You will collaborate with the Workforce Manager on forecasting, capacity planning, reporting and continuous improvement initiatives, ensuring accurate headcount, adherence to schedules, and optimal service levels. A Bachelor's degree and 2–4 years in workforce are required.

Qualifications

• Completed a Bachelor's degree in Management or a computer-related course.
• Must know database management and spreadsheet software, as well as MS Office applications (MS Access, Excel, MS Project, PowerPoint).
• Must have 2 – 4 years of experience in the Workforce field.

Responsibilities

• Team Management: manage Real-Time Analysts, Workforce Analysts, Schedulers and Reporting Analysts.
• Strategic Planning: assist Workforce Manager in planning and achieving goals with strategies and solutions.
• Reports Management: create, present, and deliver workforce reports and templates.
• Forecasting: run headcount/FTE forecasts weekly, monthly, yearly; manage shrinkages; provide hiring requirements.
• Capacity Planning: ensure adequate seat capacity and recommendations to Site Directors.
• Meetings / Collaboration: attend client meetings and collaborate with Ops leaders.
• Learning & Development / Continuous Improvement: facilitate mentoring and explore tools to improve processes.

Skills

Database management

Spreadsheet software

MS Office applications

Education

Bachelor's degree in Management or computer-related course

Tools

MS Access

Excel

MS Project

PowerPoint

Job description

OVERVIEW

This position is responsible for managing the site Workforce functions, which include management of workforce personnel, headcount, forecasting, reporting, capacity planning, and strategic planning for workforce process improvements. The Workforce Supervisor is responsible for a team composed of Real-Time Analysts, Workforce Analysts, Schedulers, and Reporting Analysts. This role reports to and works in collaboration with the Workforce Manager in ensuring that the client and internal workforce requirements and deliverables are met.

RESPONSIBILITIES

• 1. Team Management
  • a. Ensures that all RTA (Real Time Analyst) deliverables are accurate and sent timely
  • b. Provides support to the team and reinforces RTA-related directives down to Operations Management
  • c. Conduct regular performance evaluations with the team
  • d. Review the workforce-related metrics opportunities with the team and determine how we can improve in collaboration with Operations leaders
  • e. Lead and develop team members to be highly motivated, efficient, and customer-centric mindset
• 2. Strategic Planning
  • a. Assist Workforce Manager in strategic planning and achievement of business unit goals by developing strategies, initiatives, and solutions to improve productivity and respond to complex workforce management issues, trends, and opportunities
  • b. Assist the Workforce Manager in identifying risks and issues, and provide options and practical advice to management and stakeholders on any workforce management matters
• 3. Reports Management
  • a. Create and develop reports to be used in making critical decisions
  • b. Present data analysis and recommendations
  • c. Deliver required reports timely and accurately
  • d. Design templates for workforce management use
• 4. Forecasting
  • a. Run short- and long-term headcount and FTE forecasts (weekly, monthly, yearly)
  • b. Manage shrinkages (Leave of absence, Leaves, Suspension, Attrition, Absenteeism)
  • c. Ensure FTE variance between forecast and actual shouldn’t be more than the goal
  • d. Provide new hire requirements for recruitment based on forecast
  • e. Analyze and forecast based on past and present data trends
• 5. Capacity Planning
  • a. Ensure we have enough seat capacity to accommodate the required headcount reporting to site
  • b. Ensure the site is maximized and give recommendations to Site Directors
  • c. Determine the production capacity needed by an organization to meet changing demands of the client
• 6. Meetings / Collaboration
  • a. Attend meetings/conferences with the client as needed
  • b. Meet/Collaborate with Ops leaders and share relevant information related to workforce management
• 7. Learning & Development / Continuous Improvement
  • a. Attend training incumbent to the job and skill enhancement
  • b. Look for learning opportunities that will increase productivity and efficiency of the team
  • c. Facilitate regular mentoring sessions to direct reports
  • d. Explore tools/systems / softwares to enhance internal/external processes of the organization

QUALIFICATIONS

• Completed a Bachelor's degree in Management or a computer-related course
• Must know database management and spreadsheet software, as well as MS Office applications (MS Access, Excel, MS Project, PowerPoint)
• Must have 2 – 4 years of experience in the Workforce field