Deskripsi Pekerjaan
Are you a strategic leader looking to drive operational excellence in the dynamic world of Contact Centers? Ubiquity is seeking a highly skilled Supervisor, Workforce Management to join our growing team in Bacolod. In this pivotal role, you will be the linchpin between strategic planning and day-to-day operations, ensuring that our staffing levels align perfectly with business demands and customer needs.
As a Supervisor, you will lead a team of dedicated analysts and schedulers. Your day-to-day activities will involve forecasting call volumes, creating optimal schedules, and analyzing performance metrics to drive continuous improvement. You will collaborate with various departments to implement process enhancements and foster a culture of high performance. This is a fantastic opportunity for a motivated professional to advance their career while shaping the future of our workforce strategies.
Tanggung Jawab
- Oversee the full WFM lifecycle, including forecasting, scheduling, and attendance management for the Bacolod site.
- Lead, mentor, and coach a team of WFM analysts to ensure high-quality deliverables and professional development.
- Analyze call volume trends, historical data, and agent performance to optimize staffing levels and reduce costs.
- Monitor real-time adherence and handle staffing shortages or surges effectively to maintain service level agreements.
- Develop and maintain accurate reporting dashboards and performance metrics for management review.
- Collaborate with operations leadership to implement process improvements and quality assurance measures.
- Conduct regular training sessions to enhance team proficiency in WFM software and methodologies.
Kualifikasi
- Bachelor’s degree in Business Administration, Human Resources, or a related field is preferred.
- Minimum of 3-5 years of experience in Workforce Management, Contact Center Operations, or a related supervisory role.
- Proven leadership experience with a track record of managing teams effectively in a high-volume environment.
- Strong analytical skills with the ability to interpret complex data and generate actionable insights.
- Proficiency in WFM software (e.g., Verint, Calabrio) and Microsoft Office Suite.
- Excellent communication and interpersonal skills with the ability to influence stakeholders.
- Ability to work in a fast-paced environment and adapt to changing priorities and business needs.