Workforce Supervisor (BPO Company)

SSG; Pasig; On-site; PHP 446,000 - 781,000; Full time

Benefits offered by this job

Competitive compensation package

Professional development and career成长

Inclusive workplace culture

Job summary

Support Services Group is seeking a Workforce Management Supervisor to optimize workforce efficiency and boost operational performance.

You will lead WFM teams in scheduling, forecasting, and real-time strategies, build relations with operational leaders, and deliver daily wrap-ups with key metrics. Proficiency in IEX, phone system reporting, and MS Office is required.

Qualifications

• High school diploma required; bachelor's degree preferred.
• 1–2 years in a call center workforce supervisory role.
• Flexibility to work any shift as required by operations.
• Ability to manage multiple priorities in a fast-paced environment.
• Decisive with a sense of urgency to serve customers timely.

Responsibilities

• Lead workforce management teams in scheduling, forecasting, and capacity planning.
• Foster relationships with operational leaders and team leads.
• Spearhead real-time strategies for skilling and shrinkage usage.
• Provide daily wrap-ups with metrics like call drivers and handle time.
• Evaluate ROI of shrinkage and performance improvements.
• Demonstrate proficiency in IEX and reporting; use MS Office tools.
• Be a team player upholding respect, inclusion, and openness.

Skills

Call center supervision

Leadership

Forecasting

Scheduling

Multitasking

Education

High school diploma

Bachelor's degree preferred

Tools

IEX

Phone system reporting

Scheduling tools

Microsoft Office

Job description

Are you up to take the lead in optimizing workforce efficiency and elevating operational performance? Join Support Services Group, where innovation meets excellence, as a Workforce Management Supervisor!

What You Will Do:

• Lead highly motivated and high-performing workforce management teams, leveraging extensive experience in scheduling, forecasting, capacity planning, and real-time workforce management.

• Foster and establish relationships with operational leaders, specifically managers and team leads.

• Spearhead real-time strategies, encompassing skilling and shrinkage utilization, and collaborate with operations to influence representative behaviors, particularly in the context of call handling.

• Provide a daily comprehensive wrap-up to the leadership team, incorporating key indicators such as call drivers, handle time, forecast comparisons, day-of-week analyses, absenteeism trends, and other unique behaviors and drivers.

• Evaluate the return on investment associated with shrinkage usage and performance.

• Demonstrate proficiency in IEX, bringing a wealth of experience to enhance operational efficiency.

• Exhibit proficiency with phone system reporting and scheduling tools, as well as Microsoft Office applications (Excel, Word, PowerPoint, Outlook).

• Serve as an absolute team player, consistently demonstrating values of respect, inclusion, and an open mind within the organizational culture.

About You:

• Must be at least a High school graduate but preferably someone who possesses a Bachelor's degree.

• A minimum of one (1) to two (2) years of relevant call center workforce supervisory role experience.

• Must demonstrate the flexibility to work any shift on any day, as required by operational needs.

• Proven ability to adeptly manage multiple priorities and tasks within a dynamic and fast-paced environment.

• Ability to act decisively and instill a sense of urgency to ensure both internal and external customers are served in a timely and efficient manner.

Perks that Await You:

• Competitive compensation package! #BetterwithSSG

• Opportunities for professional development and career growth.

• Join a vibrant and inclusive workplace culture.

Why Join Us:

At Support Services Group, we're more than just a workplace — we're a community dedicated to excellence. When you join our team, you'll have the opportunity to grow both personally and professionally, with ample room for advancement and skill development. Plus, you'll be surrounded by supportive colleagues who share your passion for delivering unparalleled customer service.

Company Description:

Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.