Deskripsi Pekerjaan
Are you a data-driven leader with a passion for optimizing contact center performance? Acquire Intelligence is seeking an experienced Workforce Supervisor to join our dynamic team in Ortigas. In this role, you will be the backbone of our operational efficiency, leading scheduling, real-time management, and reporting functions to ensure we deliver exceptional service levels.
As a Workforce Supervisor, you will be responsible for overseeing the intraday performance of our call center teams, managing staffing levels, and providing actionable insights to leadership to drive continuous improvement. This is a high-impact, onsite role perfect for a WFM professional who excels in fast-paced environments, thrives on solving complex scheduling puzzles, and enjoys mentoring a team of analysts.
Tanggung Jawab
- Lead and mentor the workforce management team to ensure accurate forecasting, scheduling, and real-time adherence.
- Monitor real-time call center performance metrics (AHT, Occupancy, Service Level) and implement immediate interventions when targets are at risk.
- Develop and maintain complex staff schedules, balancing business requirements with agent preferences and contractual obligations.
- Generate and analyze daily, weekly, and monthly performance reports, providing strategic recommendations to senior management.
- Coordinate with Operations managers to address staffing gaps, shrinkage issues, and capacity planning.
- Ensure 100% data integrity across WFM tools and platforms to support accurate business decision-making.
- Manage attendance tracking, schedule adherence, and real-time monitoring of agent floor activities.
Kualifikasi
- Minimum of 3 years of experience in a Workforce Management Supervisory role within a BPO or call center environment.
- Proficiency in WFM software platforms (e.g., Genesys, Aspect, Verint, or similar) and advanced Microsoft Excel skills (VLOOKUP, Pivot Tables, Macros).
- In-depth understanding of Erlang C calculations, forecasting models, and capacity planning.
- Strong analytical mindset with the ability to turn raw data into strategic operational insights.
- Exceptional leadership skills with a proven track record of managing and developing direct reports.
- Excellent communication and stakeholder management skills to bridge the gap between operations and WFM strategy.
- Ability to work on a shifting schedule as required by the nature of 24/7 call center operations.