Wfm Supervisor Jobs

About the role:

WFM Supervisor responsible for leading, motivates and supports a team of employees who are responsible forplanning, forecasting, scheduling and real time resource management. The Supervisor is a leadership liaisonbetween the Workforce Management Specialists and management.

What You Will Do:

a) Communicate to stakeholders on performance and challenges i.e. providing direction, guidelines,

performance update to hit service level goals and making suggestions for corrections to any issues

b) Analyze the impact of volume, AHT and shrinkage on staffing requirement

c) Leads the workforce team responsible for short-term and long-term workload forecasting,scheduling, real-time resource management and proactively working to meet daily metrics bystaying in constant communication with contact center teams

d) Executes communication strategy for regular contact center results provided to the executiveleadership team by demonstrating the ability to synthesize quantifiable data into easy tounderstand actionable recommendations through a consulting mind set

e) Analyze staffing plans and ensure that the Project/Account are appropriately staffed based on clientrequirement and internal capacity plan numbers

f) Recognize and recommend operational and support improvements.

What You Will Need:

a) Diploma/Bachelors degree in any field

b) Proficiency in Microsoft Excel

c) Has work experience as WFM at least 1 year.

d) An ability to identify the root causes of issues by analyzing patterns and trends.

e) Analytical interpretation of data

f) Must be able to work with all levels of the organization in capturing, managing and communicating metrics

g) Excellent written and verbal communication skills

h) Interpersonal communication skills

About the team:

WFM Supervisor is a part of WFM & Reporting in Convergence. WFM & Reporting is a department with a dynamicand organizational culture. We help drive critical business decisions by analyzing metrics and developing bettermanagement strategies.