Description:
Global Services Workforce Management Supervisor will directly supervise and oversee team in scheduling & forecasting, quality assurance, call routing, service level management, real time management and business continuity. Ensure consistency of processes, optimization of systems and achievement of performance metrics. This role will collaboratively work with stakeholders to ensure overall client experience is maintained and improved where needed.
Responsibilities:
- Recruits, selects, hires, and evaluates performance of personnel ensuring all needs are handled appropriately. Trains staff on operations policies, procedures, and associated equipment to ensure efficiency and accuracy. Counsels and develops staff for personal and corporate advancement through career development, training programs and other resources as required for professional advancement.
- Leads Workforce Management team, drives consistency, best practices, and provide tactical guidance. Acts as the workforce management advocate for Operations Management; communicating staff plans, improvement opportunities and workforce initiatives. Coordinate with local leadership teams to schedule offline activities to balance queue strength while also ensuring the uncompromised client experience.
- Ensures a daily, weekly & monthly reporting to the Management teams which would include key indicators such as call drivers, handle time and forecast comparisons, all media QA results, day of week comparisons, absenteeism trending, as well as other unique behaviors and drivers. Ensure monitoring of all call activities on various queues & media's and make necessary staffing adjustments to meet Service Level Agreements (SLAs).
- Other duties as assigned to support the general purpose of the position's function.
Requirements:
- Bachelor's Degree Required
- 8+ years of experience in WFM
- 4 years of experience in Workforce Management Leadership.
- 2 years of experience in leadership in office setting and with customer service.
