WFM & Intraday Supervisor - Call Center Leader

ibex; Philippines; Presencial; PHP 600.000 - 900.000; Jornada completa

Descripción de la vacante

IBEX in the Philippines seeks an RTA Supervisor to lead a team of analysts responsible for workforce planning and intraday management. You will determine schedules and resources across call queues, ensuring optimal coverage and service quality.

The role requires 3+ years in supervision, 1+ year in forecasting and scheduling, intraday management, and proficiency with Blue Pumpkin, IEX or Aspect. Strong analytical, leadership, and communication skills are essential.

Formación

• Four year college degree in any field preferred.
• At least 3 years of supervisory experience in the related field.
• At least 1 year experience in Forecasting and Scheduling.
• At least 1 year of Intraday management experience.
• Working knowledge of scheduling software such as Blue Pumpkin, IEX, and Aspect.
• Previous large (~2500 seat) call center experience preferred.
• Multi-site and multi-skill call center experience preferred.

Responsabilidades

• Schedule and workload distribution for call center representatives to ensure high utilization and service quality.
• Identify and resolve issues outside of own team.
• Monitor training, development, and performance; provide coaching.
• Coordinate activities of team members for efficient execution of duties.
• Conduct new hire training on WFM guidelines and procedures.
• Review staffing models based on forecasted call volumes.
• Manage Intraday schedule changes and rescheduling as needed.
• Contribute to WFM strategy and long-term planning.
• Work with senior management to develop policies and training programs.
• Handle more complex, escalated, or urgent issues when required.

Conocimientos

Analytical skills

Call center metrics

Leadership

Communication skills

Organizational skills

Advanced Excel

Educación

Four year college degree

Herramientas

Blue Pumpkin

IEX

Aspect

Descripción del empleo

IBEX in the Philippines seeks an RTA Supervisor to lead a team of analysts responsible for workforce planning and intraday management. You will determine schedules and resources across call queues, ensuring optimal coverage and service quality.

The role requires 3+ years in supervision, 1+ year in forecasting and scheduling, intraday management, and proficiency with Blue Pumpkin, IEX or Aspect. Strong analytical, leadership, and communication skills are essential.