Workforce Lead

Enshored; Cebu City; On-site; PHP 450,000 - 650,000; Full time

Job summary

Enshored in Cebu City is seeking a detail-oriented Real-Time Analyst Supervisor to oversee real-time operations and ensure timely delivery of core tasks. You will monitor performance, coach staff, and uphold WFM policies in a fast-paced contact center environment.

The role requires hands-on experience with forecasting, scheduling and capacity planning, plus leadership potential to guide a team and report to senior management. Knowledge of WFM tools and strong English communication are essential.

Qualifications

• Bachelor's degree required with no specific field.
• Minimum 1 year of Real-time Analyst, Scheduling and Capacity Planning experience.
• At least 1 year of supervisory experience in a call center.
• Experience in analytics and reporting is preferred.

Responsibilities

• Monitor Real-Time Analysts and Workforce Specialists to ensure prompt task delivery.
• Enforce Workforce Management policies and processes.
• Mentor direct reports and escalate issues to the executive team for resolution.

Skills

Real-Time Analysis

Workforce Management

Call Center Metrics

Leadership

Excel

Google Sheets

English Communication

Multitasking

Time Management

Interpersonal Skills

Education

Bachelor’s degree

Tools

Workforce Management software

Lucent CMS reporting

Lucent ACD system

Call master

Automatic call recording and monitoring system

Job description

Enshored has been powering growth for disruptive brands and leading companies in the US and Europe since 2014. As part of Inc 5000 fastest-growing companies in the US, our commitment to pushing the extra mile helps our clients reach their business’ optimal growth potential, may it be from the ground up or by innovative transformation.

Our Team Is Composed Of Hand-picked Talented Individuals Adapted To Handle Themselves In a Balanced Environment Of Smart And Hard Work While Maintaining a Dynamic Relationship With Stakeholders, Leaders, And Team Members. Important Decisions Revolve Around The Guidance Of Our Core Values, Especially When Choosing The Right People

• Grit. We never give up. We don't always know the answer, but we don't give up until we crack it. Sticking at it makes us stronger.
• Curiosity. We want to know you, what makes you tick and what it will take to help you grow.
• Learning. Learning is the key to mobility, growth, and transformation. It's a commitment. We're committed.
• Grace. The unconditional love for our fellow man. What is this world without love – merely a transactional scorecard of winners and losers. We don't want to reinforce that operating system. We are driving a paradigm shift to an infinite mindset where we start from the knowledge that there is plenty to go around.
• Honesty & Sincerity. Being true to ourselves. Being honest, being open, trustworthy and truthful. Sincerity provides depth to honesty, as our honesty at times can even betray us, as we all hide behind our deep pain and hurt.
• Integrity. Integrity is standing up for what we believe is right and living by our highest values.

Our philosophy leads us to invest in the best people we can find, and working side by side, we help them build the career paths they deserve.

Don’t just take our word for it; experience the growth yourself!

If you don’t know where to start, check us out at www.enshored.com.

Primary Function

Mainly responsible for monitoring the performance of Real-Time Analysts and Workforce Specialists to ensure prompt delivery of their primary tasks and responsibilities. Ensure strict implementation of Workforce Management policies and processes.

Problem Analysis And Job Empowerment

Work entails efficient management skills, specifically in handling mentoring direct reports. It includes escalating and reporting issues to the executive team for proper resolution.

Education/Experience

• Bachelor’s degree (no specification)
• At least 1-year experience as a Real-time Analyst, Scheduling and Capacity Planning
• 1+ years of supervisory experience in a call center environment
• Experience in analytic and reporting functions is preferred

Knowledge/Skills/Abilities

• Broad knowledge of contact center & customer service operations
• Proficiency in the use of software and telecommunication systems (ie. Workforce Management software, Lucent CMS reporting, Lucent ACD system, call master, Automatic call recording and monitoring system)
• Basic concept of queuing and traffic management
• Solid knowledge of call center metrics and WFM policies and procedures (Involves RTA knowledge validation thru testing and interview)
• Excellent verbal and written English communication skills.
• Displays strong leadership potential.
• Excellent analytical & quantitative skills
• Demonstrated ability to work under pressure and produce.
• Highly skillful in using Excel, Google Sheets & Word; technology savvy as well
• Possesses strong interpersonal & customer service skills.
• Ability to multi-task, adapt to change, and achieve results with accuracy and precision
• Requires time management skills.

About Enshored

Enshored is the leading outsourcer for start-ups. We’re here for the innovators, for the scalers. We’re here for the creators, for the makers, for the horizon scanners who saw it and then went out there and built it. We believe that when our people thrive, our clients thrive too. When we all thrive, the world becomes a better place.

At Enshored, this means: We support our people to achieve their potential and contribute to their best ability through structured learning and career development. We embrace diversity. We understand that people are all different and need different challenges. We don’t treat individuals as cogs in the machine. We provide the environment, tools, and support system to thrive.