WFM Supervisor — Real-Time Scheduling & Analytics Lead

Telesource Solutions

Compostela

In loco

PHP 600.000 - 900.000

Tempo pieno

3 giorni fa

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Descrizione del lavoro

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.

Competenze

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.

Mansioni

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.