Job Title:

Supervisor, WFM

Job Description

Supervisor – WFM - Command Center (9A)


Essential Functions/Core Responsibilities
•\tResponsible for supporting, coaching, developing, and supervising a team of Real time associates and/or individual contributors within the Command Center environment.
•\tResponsible for ensuring that the organization's goals of cost control, labor utilization, and service level meets targets.
•\tMonitor a multitude of sites through various platforms, instituting timely and efficient communication to analyzing call volumes and trends, implementing appropriate strategies, verifying allocations, queue routing, overflow targets, media events, transcription campaigns etc.
•\tManage labor utilization during low volume periods while maximizing revenue.
•\tResponsible for implementing BCP solutions and participating in business continuity and disaster recovery meetings.
•\tPartners with stakeholders on the development of service level agreement documents specific to the Command Center tasks and timelines.
•\tCollaborate with planning and scheduling for proactive decision making related to execution of command center tasks.
•\tEstablish and maintain WFM real time (Intraday) processes that support the requirements for assigned program/client.
•\tEnsure development and consistent application of all Command Center related activities across a multi-center shared labor environment.
•\tMeasure and trend individual program performance and leads the development of improvement plans as related to the program.
•\tPrepare various dashboards related to program/project performance and conduct review meetings with business stakeholders.

Candidate Profile
•\tBachelor's degree in related field from a college or university with two to four years of relevant experience preferred.
•\tUnderstanding of the financial impact of all decisions made within WFM.
•\tSolution driven and result oriented mindset.
•\tStrong communication skills, both written and verbal.
•\tHighly Proficient in Microsoft Office tools.
•\tReady to work in dynamic 24*7 environment handling international programs/clients.
•\tDemonstrated ability to multi-task, prioritize, and meet timelines on deliverables.
•\tSelf-starter, sense of urgency, and works well under pressure.
•\tStrong attention to details needed.
•\tHighly professional and able to develop strong business partnerships.
•\tHands on experience on any one or more WFM tools like IEX/eWFM/Avaya/Genesys is a must.
•\tAbility to organize and prioritize projects in a fast-paced and deadline-oriented business environment.
•\tAbility to mentor, coach and provide direction to a team of employees.
•\tAbility to take initiative and ownership with focus on continuous improvement.
•\tDemonstrated ability to foster customer service disposition and sense of professionalism for self and team.
•\tSolid understanding of the organization's business operations and industry. Demonstrated business acumen.
•\tDemonstrated ability to comprehend, analyze, and interpret.

Career Framework Role

Manages professional employees and/or supervises large, complex technical or business support or production operations team(s). Is accountable for the performance and results of a team within own discipline or function. Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Adapts departmental plans and priorities to resolve operational challenges. Decisions are guided by policies, procedures, and business plan; receives guidance from senior manager and/or director. Provides technical guidance to employees, colleagues and/or customers. Has accountability for results in terms of costs, strategies, and employees.


Disclaimer

The above statements are to describe the general nature and level of work performed by people assigned to this job. They are not an exhaustive list of all responsibilities, duties, and skills required of personnel

Supervisor – WFM - Command Center (9A)

Essential Functions/Core Responsibilities

Responsible for supporting, coaching, developing, and supervising a team of Real time associates and/or individual contributors within the Command Center environment.Responsible for ensuring that the organization's goals of cost control, labor utilization, and service level meets targets.Monitor a multitude of sites through various platforms, instituting timely and efficient communication to analyzing call volumes and trends, implementing appropriate strategies, verifying allocations, queue routing, overflow targets, media events, transcription campaigns etc.Manage labor utilization during low volume periods while maximizing revenue.Responsible for implementing BCP solutions and participating in business continuity and disaster recovery meetings.Partners with stakeholders on the development of service level agreement documents specific to the Command Center tasks and timelines.Collaborate with planning and scheduling for proactive decision making related to execution of command center tasks.Establish and maintain WFM real time (Intraday) processes that support the requirements for assigned program/client.Ensure development and consistent application of all Command Center related activities across a multi-center shared labor environment.Measure and trend individual program performance and leads the development of improvement plans as related to the program.Prepare various dashboards related to program/project performance and conduct review meetings with business stakeholders.

Candidate Profile

Bachelor's degree in related field from a college or university with two to four years of relevant experience preferred.Understanding of the financial impact of all decisions made within WFM.Solution driven and result oriented mindset.Strong communication skills, both written and verbal.Highly Proficient in Microsoft Office tools.Ready to work in dynamic 24*7 environment handling international programs/clients.Demonstrated ability to multi-task, prioritize, and meet timelines on deliverables.Self-starter, sense of urgency, and works well under pressure.Strong attention to details needed.Highly professional and able to develop strong business partnerships.Hands on experience on any one or more WFM tools like IEX/eWFM/Avaya/Genesys is a must.Ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment.Ability to mentor, coach and provide direction to a team of employees.Ability to take initiative and ownership with focus on continuous improvement.Demonstrated ability to foster customer service disposition and sense of professionalism for self and team.Solid understanding of the organization's business operations and industry. Demonstrated business acumen.Demonstrated ability to comprehend, analyze, and interpret.

    

Career Framework Role

Manages professional employees and/or supervises large, complex technical or business support or production operations team(s). Is accountable for the performance and results of a team within own discipline or function. Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Adapts departmental plans and priorities to resolve operational challenges. Decisions are guided by policies, procedures, and business plan; receives guidance from senior manager and/or director.  Provides technical guidance to employees, colleagues and/or customers. Has accountability for results in terms of costs, strategies, and employees.

Disclaimer

The above statements are to describe the general nature and level of work performed by people assigned to this job. They are not an exhaustive list of all responsibilities, duties, and skills required of personnel

Location:

PHL Manila - San Lazaro

Language Requirements:

Time Type:

Full time

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