Deskripsi Pekerjaan
We are looking for a dedicated Workforce Supervisor to join our growing team at Alorica. In this key leadership role, you will oversee workforce operations, ensuring accurate forecasting and real-time staffing to meet our rigorous service level targets. You will be responsible for driving performance, managing schedules, and mentoring a team of customer service representatives to deliver exceptional client experiences.
As a Supervisor, you will act as a critical link between management and the frontline. You will monitor daily metrics, implement strategies to optimize agent productivity, and ensure that all operational goals are met efficiently. This role requires a proactive leader who can handle escalations, analyze data, and foster a positive, high-performing work environment. If you are ready to take your career to the next level in a dynamic call center setting, we encourage you to apply.
Tanggung Jawab
- Lead and manage a team of customer service representatives, providing coaching and mentorship.
- Monitor daily performance metrics (KPIs) and service levels to ensure operational excellence.
- Forecast call volumes and manage staffing requirements to minimize wait times and maximize efficiency.
- Develop and maintain effective schedules and shift allocations based on business needs.
- Conduct regular performance reviews and provide constructive feedback to improve team output.
- Handle complex customer escalations and ensure high levels of customer satisfaction.
- Collaborate with management to implement process improvements and operational strategies.
Kualifikasi
- Bachelor's degree in any field or equivalent professional experience in a call center.
- Proven experience in workforce management or a similar supervisory role.
- Strong leadership skills with the ability to motivate and guide a diverse team.
- Excellent communication and interpersonal skills in English.
- Proficiency in using workforce management software and data analysis tools.
- Ability to work in a fast-paced, high-volume environment with a focus on accuracy.
- Strong problem-solving skills and decision-making abilities.