Deskripsi Pekerjaan
Are you a seasoned Workforce Management professional with a passion for optimizing call center performance and leading high-performing teams? Ubiquity is actively searching for a driven and analytical Workforce Management Supervisor to strengthen our operational capabilities in Iloilo. This pivotal role offers a fantastic opportunity to lead the charge in ensuring our contact center runs with maximum efficiency, achieving service level targets, and delivering unparalleled customer experiences.
As a WFM Supervisor, you will be at the forefront of our operations, responsible for the end-to-end management of workforce planning. Your expertise will be crucial in developing accurate forecasts, creating optimized schedules, and performing real-time monitoring to ensure agent adherence and mitigate potential service disruptions. You'll lead a dedicated team, providing guidance, coaching, and fostering a culture of continuous improvement and analytical precision.
Ubiquity prides itself on fostering a vibrant, supportive, and growth-oriented work environment. We believe in empowering our employees with the tools and opportunities they need to thrive both professionally and personally. If you possess a keen eye for data, excellent leadership skills, and a proven track record in a dynamic BPO or call center setting, then we invite you to take the next step in your career. Join Ubiquity and contribute your expertise to a company that's making a real difference. Apply today and start your journey with Ubiquity, where your impact will be recognized and celebrated!
As a WFM Supervisor, you will be at the forefront of our operations, responsible for the end-to-end management of workforce planning. Your expertise will be crucial in developing accurate forecasts, creating optimized schedules, and performing real-time monitoring to ensure agent adherence and mitigate potential service disruptions. You'll lead a dedicated team, providing guidance, coaching, and fostering a culture of continuous improvement and analytical precision.
Ubiquity prides itself on fostering a vibrant, supportive, and growth-oriented work environment. We believe in empowering our employees with the tools and opportunities they need to thrive both professionally and personally. If you possess a keen eye for data, excellent leadership skills, and a proven track record in a dynamic BPO or call center setting, then we invite you to take the next step in your career. Join Ubiquity and contribute your expertise to a company that's making a real difference. Apply today and start your journey with Ubiquity, where your impact will be recognized and celebrated!
Tanggung Jawab
- Oversee daily Workforce Management activities, including forecasting, scheduling, and real-time monitoring for contact center operations.
- Lead and mentor a team of WFM analysts, fostering their professional growth and ensuring high performance.
- Develop and implement effective staffing strategies to achieve key performance indicators (KPIs) such as Service Level, Occupancy, and Adherence.
- Analyze call volume trends, agent performance, and system data to identify opportunities for process improvement and efficiency gains.
- Collaborate closely with operations management to provide actionable insights and recommendations based on WFM data.
- Manage real-time queues, make proactive adjustments to schedules, and coordinate with team leaders to ensure optimal staffing.
- Generate and interpret comprehensive WFM reports on a daily, weekly, and monthly basis.
- Participate in planning and strategy sessions to align WFM initiatives with overall business objectives.
Kualifikasi
- Bachelor's degree in Business Administration, Statistics, Operations Management, or a related field, or equivalent practical experience.
- Minimum of 3-5 years of progressive experience in Workforce Management within a BPO or call center environment.
- At least 1-2 years of experience in a supervisory or leadership role.
- Proficiency with WFM software (e.g., Aspect, Verint, Teleopti, Calabrio) and advanced Microsoft Excel skills.
- Strong analytical and problem-solving abilities with a keen eye for detail and data interpretation.
- Excellent communication, interpersonal, and presentation skills.
- Demonstrated ability to lead, motivate, and develop a team in a fast-paced setting.
- Sound understanding of call center metrics, KPIs, and operational dynamics.