SUPERVISOR, WORKFORCE at Qualfon Philippines Incorporated

, , Philippines -

Full Time

Start Date

Immediate

Expiry Date

09 Jan, 26

Salary

0.0

Posted On

11 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Program Management, Forecasting, Analytical Thinking, Logical Thinking, Workforce Management, Data Management, Statistical Tools, Erlang B, Erlang C, Queuing Theory

Industry

Outsourcing and Offshoring Consulting

Description

Overview Role: Supervisor, Workforce Responsibilities Main Objectives and Duties: Call Center Roster / QFN Database Ensures meeting clients' requirements in terms of distribution and scheduling Informs everyone concerned of any changes Client Communication Initiates constant calibration of procedures with the client Ensures everyone involved is updated with the correct process Call Management System Analyst and Database Analyst Performance Monitoring Constantly monitors the performance of all Call Management System Analysts and Workforce Analysts Addresses performance concerns, especially on accuracy of reports Ensures on-time delivery Monitoring Operation Flow (Real-Time Monitoring and Scheduling) Ensures smooth flow for entire operations, that all correct procedures are being observed Minimizes escalations from the client Real-Time Solution to Operation’s Concerns Provides solutions to real-time issues encountered on the operations floor Staffing Analysis Reviews and conducts analysis on the staffing aspect during operations Trending Activities Evaluation Identifies and reports any trend in attendance and staffed hours while working to uncover underlying issues Qualifications Area of Expertise (Skills): Education: Bachelor’s Degree in Computer Studies, Engineering, Statistics, or Mathematics Or at least 2 years of related work experience, preferably in the Call Center industry Six Sigma certification (desired) Competencies: Program Management: Ability to design, implement, and manage programs and direct related resources, personnel, and activities in accordance with the approved/agreed plan. Forecasting: Ability to develop models or projections based on the study of past results, relationships, and data, and anticipate future trends/events. Analytical & Logical Thinking: Ability to identify and assess relevant information, issues, and concerns; relate and compare data from different sources; identify alternative actions; and approach problems using a logical, systematic method. Workforce Management: Ability to plan, lead, organize, and control various Workforce processes such as staffing, projections, scheduling, service level analysis, metrics monitoring, etc., using tools like: Avaya, CMS, Verint, Blue Pumpkin, IEX, eWFM, Aspect, Impact 360 Basic Erlang B & C Distribution, Queuing Theory Statistical tools: descriptive analysis, inferential analysis, capacity utilization analysis Data Management: Ability to plan, develop, and manage data storage and retrieval systems using accepted data models, standards, and processes

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Responsibilities

The Supervisor, Workforce is responsible for ensuring that client requirements are met in terms of distribution and scheduling while monitoring the performance of Call Management System Analysts and Workforce Analysts. They provide real-time solutions to operational concerns and conduct staffing analysis to minimize escalations from clients.