Workforce - Planning Supervisor
On-siteManila, Metro Manila, Philippines
Job Summary
Identify customer contact trends to ensure appropriate resources are utilized and update parameters within the Workforce Management system to meet service level productivity goals. Recommend procedural changes to improve operational efficiency, evaluate forecasting models for long-term staffing needs, and escalate data discrepancies with management recommendations. Ensure employee information is accurately maintained, review headcount trackers, and coordinate with operations to maintain smooth production environments. Provide clear communication of forecasted workload changes and assumptions while participating in daily workforce meetings. Direct and supervise a team of analysts to drive delivery of company goals and client operational excellence.
Required Qualifications
- A post-secondary degree or certificate with a focus in Business Administration (a combination of work experience and education will be considered)
- Knowledge of contact center operations, functions and business processes
- Advanced knowledge of Microsoft Excel
- Strong technical, analytical and problem-solving skills
- Superior attention to detail with an eye for accuracy
- The ability to adapt to change in an innovative and fast-paced environment
- Strong organizational skills and the ability to follow through on projects
- Demonstrated interpersonal and communication skills
- The ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
- The ability to plan and monitor for results
Desired Qualifications
- Experience with Workforce Management systems is an asset
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.