Wfm Supervisor Jobs

Preparing ad-hoc reports & analysis for management reporting and needs

Resolve escalated issues and requests from the account management\

Be excellent at time management

Advanced Excel Knowledge (Dashboard Reporting and functions)

Hands-on Experience in Reporting through CRM Switch and Scheduling Tools. Like. CMS Avaya, OB Dialer, Genesys, IEX etc.

Responsible for preparing daily, weekly, and monthly client/internal reports.

Negotiation abilities and time management skills.

Help drive continuous improvement to increase productivity, accuracy, and improve case management staffing levels.

Assist service line leaders with QC tracking and management.

Train team members, managers, and trainers on the use of workforce planning tools.

Top Excel and data processing skill

A confident, natural leader and problem solver with demonstrated critical thinking and collaboration skills.

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

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

g) Excellent written and verbal communication skills

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

f) Recognize and recommend operational and support improvements.