Wfm Supervisor

Telesource Solutions; Compostela; Presencial; PHP 600.000 - 900.000; Jornada completa

Descripción de la vacante

Telesource Solutions in Cebu City, Philippines is seeking a WFM Supervisor to lead the workforce analytics team, forecast call volumes, and ensure service levels across programs. You will collaborate with clients and site operations to optimize staffing and scheduling in real time.

The role requires a strong background in workforce management, with hands-on experience in call center reporting, Five9 or Convoso, and ACD systems.

Formación

• Bachelor's degree in Business Management, Finance, or related field preferred.
• Minimum of 5 years in Workforce Operations management in a Lead Generation and/or BPO operation with client interaction.
• Two years' experience working with call center reporting and metrics.
• Experience with workforce management technologies such as Five9 or Convoso.
• One-year prior experience with VCC or other ACD phone system.
• Strong analytical skills and ability to apply those in real time.
• Proficiency in Microsoft Office Applications including Word & Excel.

Responsabilidades

• Manages a team of Workforce Analysts across all programs and sites.
• Collaborate with client and site operations to build staffing strategies.
• Monitor call patterns and adjust in real time to ensure productivity and efficiency.
• Create scheduling matrices to meet service levels and adherence.
• Prepare timely reports to operations management and clients.
• Define and manage achievement of client performance objectives.
• Coach associates with feedback sessions and one-on-ones to improve CSAT.
• Maintain commitments to company and client.
• Audit weekly reports and invoice accuracy.
• Manage client-specific responsibilities.

Conocimientos

Analytical skills

Real-time decision making

Coaching

Communication

Reporting

Educación

Bachelor's degree in Business Management/Finance

Herramientas

Five9

Convoso

VCC

ACD systems

MS Office

Descripción del empleo

WFM Supervisor

Company : Telesource Solutions

Job Type : Full Time

Location : Cebu City, Philippines

Job Description - WFM Supervisor

The WFM Manager is responsible for overall management and direction of the workforce team. Ensures client/customer goals are met by analyzing work volume variances to forecast and provide direction to adjust scheduling/staffing levels accordingly. Monitors service levels and directs real time forecasting to meet service levels. Provides advice to management on the most efficient and cost-effective strategies to deliver on service level agreements.

Job Responsibilities

• Manages a team of Workforce Analysts, across all programs and potentially across multiple sites.
• Work directly with the client and site operations team to build staffing strategies that consider all possible variables that may affect staffing and call volume projections.
• Monitor and analyze call patterns, intra- and inter-day activity and adjust as needed in real time to ensure optimal productivity and efficiency.
• Create scheduling matrices that ensure achievement of service level, schedule adherence and other financially impacting goals, using projections and/or historical information.
• Create proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency.
• Prepare and disseminate timely and accurate reports to operations management and clients.
• Defines and manages achievement of client performance objectives.
• Keeps all commitments made to the company and client.
• Audits and checks accuracy of weekly reports and invoice reports.
• Proactively monitor associate calling behaviors, efficiency, and availability and report deficiencies to operations team in real-time.
• Enhances the goal of quality support by providing individual coaching feedback sessions and one-on-ones that focus on improving customer satisfaction, communication skills, and technical ability.
• Manage all client specific responsibilities

Requirements

Qualifications

• Bachelorâs degree in Business Management, Finance, or a related field preferred.
• Minimum of 5 yearsâ experience managing Workforce Operations in a Lead Generation and/or BPO operation, with client and senior management interaction.
• Two yearsâ experience working with call center reporting and metrics required
• One-year prior experience working with workforce management technologies ideally such as Five9 or Convoso
• One-year prior experience with VCC or other ACD phone system required
• Strong analytical skills and ability to apply those real-time
• Proficiency in Microsoft Office Applications including Word & Excel and other relevant software