WFM RTA Supervisor

Ibex Limited; Manila; On-site; PHP 446,000 - 781,000; Full time

Job summary

Ibex Limited is seeking a RTA Supervisor to lead a team of analysts responsible for workforce planning and intraday management in a busy call center environment in Manila. The role requires coordinating staffing, forecasting, and contingency planning to ensure optimal coverage across queues, with a focus on high utilization and service quality.

Ideal candidates bring a four-year degree, 3+ years in supervisory roles, and experience with scheduling software such as Blue Pumpkin, IEX, or Aspect.

Qualifications

• Must possess very strong analytical skills.
• In-depth understanding of call center metrics and mathematics.
• Ability to interact with Operations and clients from VP level to associates.
• Ability to manage teams of 10+ people.

Responsibilities

• Schedule and distribute workload for call center representatives to maintain high utilization and quality.
• Identify and resolve issues outside of own team.
• Coach and monitor performance of employees with regular feedback.
• Coordinate team activities for efficient execution of responsibilities.
• Conduct new hire training on WFM guidelines and procedures.
• Review staffing models based on forecasted call volumes.
• Manage intraday schedules, including cancellations and changes to time off the phones.
• Contribute to long- and short-term WFM strategy.

Skills

Analytical skills

Leadership

Excel

Written and verbal communication

Team management

Education

Four year college degree

Tools

Blue Pumpkin

IEX

Aspect

Job description

Overview

The RTA Supervisor 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. 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.

Responsibilities

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.

Education/Experience:

• 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

Qualifications

Qualifications/Skills:

• Must possess very strong analytical skills.
• Must possess an in-depth understanding of call center metrics and mathematics
• Ability to successfully interact with internal Operations and clients from VP level to associates
• Ability to manage team sizes of 10+ persons
• Advanced Excel knowledge
• Leadership and people management skills
• Strong written and verbal communication skills
• Demonstrated analytical and organizational skills

WORKING CONDITIONS:

This role routinely uses standard office equipment such as computers, phones, photocopiers. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; sit; use hands to point, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, and ability to adjust focus. Employee is frequently required to sit for extended periods of time. This is a full position. Employee must be willing to travel up to 20%.

COMMITMENT TO ETHICS AND EQUAL EMPLOYMENT OPPORTUNITY:

IBEX is proud to be an equal employment opportunity employer. Business activities including, but not limited to, hiring, promotion, and compensation are conducted in compliance with all applicable laws and without regard to race, color, ethnicity or national origin, gender, age, marital status, religion, political or union affiliation, sexual orientation, gender identity, disability status, pregnancy, genetics, veteran status, or any other basis protected by law.