Overview
The successful candidate will oversee a team of analysts that are responsible for all facets of workforce planning and intraday management. This individual will determine and communicate work schedules and resources for various call queues across the organization while relying on extensive experience and judgment to achieve optimal coverage results.
Responsibilities
The selected candidate will work with site and department leaders to ensure adequate staffing, coverage by interval, as well as, to develop contingency plans during times of peak demand. Ownership of an end to end process with a wide degree of creativity and latitude is expected.
Qualifications
Qualifications:- 2-3 years of Workforce Supervisory experience
- At least 1 year experience in Forecasting, and Scheduling
- At least 1 year Intraday management experience
- Familiar with a variety of the field's concepts, practices, and procedures.
- Multi-site and Multi-skill call center experience
- Previous large (~2500 seat) call center experience
- Working knowledge of Blue Pumpkin, IEX, Aspect or other scheduling software
- Must possess very strong analytical skills.
- Must possess an in-depth understanding of call center metrics and mathematics
- Willing to work in night shift
- Willing to be assigned in BF Paranaque
- Ability to successfully interact with internal Operations and clients from VP level to associates
- Ability to manage team sizes of 10+ persons
- Advanced Excel experience
- Leadership and people management skills
- Strong written and verbal communication skills
- Demonstrated analytical and organizational skills