Workforce Management Supervisor
Full Time Position
About us
Are you passionate about the call center business? Would you like to partner with Fortune 500 companies and grow with the business?
We offer a comprehensive suite of call center outsourcing services. We offer the benefits of proven customer care resources, driven by one of the industry' most successful marketing/sales/service teams and an award-winning system of leading-edge contact centers. We make every call count through uniquely customer- focused outsourcing solutions that deliver the highest levels of efficiency and quality service.
Summary of Job Responsibilities
This position is responsible for developing client ramp up plans and forecasts, working with the client and client services/operations teams, assisting in the development of the rest of the WFM team and back up for Workforce Planning Leadership. Exhibits full knowledge and usage of workforce management tools and processes to provide the most successful solutions for resource planning and scheduling.
Essential Duties and Responsibilities
Through effective leadership, coach and assist in the development of the WFM team and provide management backup, as required, in the absence of the Workforce Planning Leader.
Acts as level 2 escalation point for WF Planning.
Provides WFM consultations to both serviced and non-serviced Accounts including Client Request for Proposals as requested by Business Development and Sales and Marketing Team. This involves FTE Analysis, Service Level Analysis Capacity Planning, Service Level projections based on schedule tests, and what-if scheduling scenarios.
Performs ADHOC WFM training to other members of the Workforce team.
Performs Audit on all WFM related tasks and processes.
Analyzes historical and actual call arrival pattern for all transaction types in order to drive effective and efficient resource strategy decisions and recommendations to operations and clients.
Interprets account SOW and creates assumption (, Line adherence AHT, SLA) to be used in forecast creation.
Builds weekly, monthly and quarterly volume projections, staffing and capacity plans, or reduction plans by account and line of business and monitors forecasting accuracy.
Develops reports on locked volume forecasts and reports the same to the account's leadership team for planning and staffing recommendations.
Analyzes forecast trends, AHT, attrition, scheduling scenarios, and sets staffing tolerances per time interval.
Creates and optimizes reliable fifteen (15) minute to thirty (30) minute Start/Stop Time interval schedules to achieve Line adherence levels. Maintains Staffing lines per 30min time interval so as to achieve forecasted daily SLAs, meet client driven staffing line and scheduling indices.
Creates preferences and applicable templates to effectively optimize schedules for the account's Hours of Operation / Hours of Support.
Maintains schedule efficiency through approved scheduling parameters by running what-if scenarios to maximize line adherence level agreement of the account.
Provides effective recommendations on scheduling all off-phone activities such as team meetings, additional agent training, and all other future schedule exceptions.
Responsible for creating, generating and sending weekly views showing projected/FC SLA, recommended Overtime.
Identifies and recommends solutions for operational and service problems based on historical volume and staffing analysis and future projections.
Develops and updates as necessary process documentation on workforce management for auditing purposes.
Ensures compliance to the approved workforce management processes as described in WFM processes, and/or other standards. Develops initiatives to drive the continuous improvement.
Responsible for maintaining eWFM account setup. Builds, modifies, and deletes account set-up (e.g., Forecast, Staff, and Employee Groups) in eWFM; ensures these are kept up-to-date all the time.
Develops constant communication with Clients, WFM team and account leadership team on what is expected based on Client forecast, locked forecast, Staffing and Capacity plans and agent schedules.
May perform other additional duties and responsibilities as assigned.
EDUCATION and/or EXPERIENCE
High School Diploma or equivalent required. Post high school education preferred.
Minimum of 3 years working for the Workforce/Resource Management division on a multi-channel (voice, email, chat) based account
Total of 4 years of data analysis and call center experience
Individuals with mathematical background from a reputable University/college will be given preference
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Estimated Salary: $20 to $28 per hour based on qualifications.
About us
Are you passionate about the call center business? Would you like to partner with Fortune 500 companies and grow with the business?
We offer a comprehensive suite of call center outsourcing services. We offer the benefits of proven customer care resources, driven by one of the industry' most successful marketing/sales/service teams and an award-winning system of leading-edge contact centers. We make every call count through uniquely customer- focused outsourcing solutions that deliver the highest levels of efficiency and quality service.
Summary of Job Responsibilities
This position is responsible for developing client ramp up plans and forecasts, working with the client and client services/operations teams, assisting in the development of the rest of the WFM team and back up for Workforce Planning Leadership. Exhibits full knowledge and usage of workforce management tools and processes to provide the most successful solutions for resource planning and scheduling.
Essential Duties and Responsibilities
Through effective leadership, coach and assist in the development of the WFM team and provide management backup, as required, in the absence of the Workforce Planning Leader.
Acts as level 2 escalation point for WF Planning.
Provides WFM consultations to both serviced and non-serviced Accounts including Client Request for Proposals as requested by Business Development and Sales and Marketing Team. This involves FTE Analysis, Service Level Analysis Capacity Planning, Service Level projections based on schedule tests, and what-if scheduling scenarios.
Performs ADHOC WFM training to other members of the Workforce team.
Performs Audit on all WFM related tasks and processes.
Analyzes historical and actual call arrival pattern for all transaction types in order to drive effective and efficient resource strategy decisions and recommendations to operations and clients.
Interprets account SOW and creates assumption (, Line adherence AHT, SLA) to be used in forecast creation.
Builds weekly, monthly and quarterly volume projections, staffing and capacity plans, or reduction plans by account and line of business and monitors forecasting accuracy.
Develops reports on locked volume forecasts and reports the same to the account's leadership team for planning and staffing recommendations.
Analyzes forecast trends, AHT, attrition, scheduling scenarios, and sets staffing tolerances per time interval.
Creates and optimizes reliable fifteen (15) minute to thirty (30) minute Start/Stop Time interval schedules to achieve Line adherence levels. Maintains Staffing lines per 30min time interval so as to achieve forecasted daily SLAs, meet client driven staffing line and scheduling indices.
Creates preferences and applicable templates to effectively optimize schedules for the account's Hours of Operation / Hours of Support.
Maintains schedule efficiency through approved scheduling parameters by running what-if scenarios to maximize line adherence level agreement of the account.
Provides effective recommendations on scheduling all off-phone activities such as team meetings, additional agent training, and all other future schedule exceptions.
Responsible for creating, generating and sending weekly views showing projected/FC SLA, recommended Overtime.
Identifies and recommends solutions for operational and service problems based on historical volume and staffing analysis and future projections.
Develops and updates as necessary process documentation on workforce management for auditing purposes.
Ensures compliance to the approved workforce management processes as described in WFM processes, and/or other standards. Develops initiatives to drive the continuous improvement.
Responsible for maintaining eWFM account setup. Builds, modifies, and deletes account set-up (e.g., Forecast, Staff, and Employee Groups) in eWFM; ensures these are kept up-to-date all the time.
Develops constant communication with Clients, WFM team and account leadership team on what is expected based on Client forecast, locked forecast, Staffing and Capacity plans and agent schedules.
May perform other additional duties and responsibilities as assigned.
EDUCATION and/or EXPERIENCE
High School Diploma or equivalent required. Post high school education preferred.
Minimum of 3 years working for the Workforce/Resource Management division on a multi-channel (voice, email, chat) based account
Total of 4 years of data analysis and call center experience
Individuals with mathematical background from a reputable University/college will be given preference
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Estimated Salary: $20 to $28 per hour based on qualifications.
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