WFM & Intraday Supervisor: Scheduling & Analytics

ibex; Tagbilaran; On-site; PHP 600,000 - 900,000; Full time

Job summary

IBEX is seeking a RTA Supervisor to oversee a team of analysts responsible for workforce planning and intraday management across call queues. You will determine work schedules and resources, coordinating with site and department leaders to ensure adequate staffing and peak coverage with contingency plans.

The role requires at least 3 years in a supervisory capacity, 1 year in forecasting/scheduling and intraday management, plus knowledge of scheduling software (Blue Pumpkin, IEX, Aspect).

Qualifications

• Four year college degree in any field preferred.
• At least 3 years of working experience in a supervisory capacity in the related field is required for this position.
• At least 1 year experience in Forecasting and Scheduling
• At least 1 year of Intraday management experience
• Must have working knowledge of Blue Pumpkin, IEX, Aspect, and/or other scheduling software.
• Previous large (2500 seat) call center experience is preferred
• Multi-site and Multi-skill call center experience is preferred

Responsibilities

• Responsible for scheduling and workload distribution for call center representatives to ensure a high utilization rate and high quality service.
• Identifies and resolves technical, operational, and organizational issues outside of own team.
• Monitors the training, development, and performance of employees; provides consistent coaching and feedback.
• Coordinates activities of team members to ensure efficient and quality execution of their responsibilities.
• Conducts new hire training to educate on WFM guidelines and procedures.
• Maintains communication by holding regularly scheduled team meetings.
• Reviews and develops staffing models based on forecasted call volumes.
• Responsible for Intraday schedule management, i.e., cancelling, scheduling, and rescheduling time off the phones.
• Contributes to the analysis, problem solving and planning of the overall WFM strategy, including long and short term planning.
• Works with senior management to develop policies, procedures, and training programs that will meet the needs of the department.
• May be responsible for handling more complex, escalated, or urgent issues.

Skills

Analytical skills

Advanced Excel

Leadership

Communication skills

Stakeholder management

Team leadership

Call center metrics

Forecasting & scheduling

Education

Four year college degree

Supervisory experience in related field

Forecasting and Scheduling experience

Intraday management experience

Multi-site call center experience

Tools

Blue Pumpkin

IEX

Aspect

Job description

IBEX is seeking a RTA Supervisor to oversee a team of analysts responsible for workforce planning and intraday management across call queues. You will determine work schedules and resources, coordinating with site and department leaders to ensure adequate staffing and peak coverage with contingency plans.

The role requires at least 3 years in a supervisory capacity, 1 year in forecasting/scheduling and intraday management, plus knowledge of scheduling software (Blue Pumpkin, IEX, Aspect).