Role: Supervisor, Workforce

Main Objectives and Duties:

1. Call Center Roster / QFN Database

   • Ensures meeting clients' requirements in terms of distribution and scheduling
   • Informs everyone concerned of any changes

2. Client Communication

   • Initiates constant calibration of procedures with the client
   • Ensures everyone involved is updated with the correct process

3. 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

4. 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

5. Real-Time Solution to Operation’s Concerns

   • Provides solutions to real-time issues encountered on the operations floor

6. Staffing Analysis

   • Reviews and conducts analysis on the staffing aspect during operations

7. Trending Activities Evaluation

   • Identifies and reports any trend in attendance and staffed hours while working to uncover underlying issues

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