WFM Supervisor
Location
United States + 180 moreAll locations: United States, Canada, Brazil, Colombia, Argentina, Chile, Venezuela, Bolivarian Republic Of, Bolivia, Plurinational State Of, Ecuador, French Guiana, Guyana, Paraguay, Peru, Suriname, Uruguay, Mexico, Costa Rica, El Salvador, Guatemala, Honduras, Nicaragua, Panama, Dominican Republic, Puerto Rico, Bahamas, Guadeloupe, Haiti, Jamaica, Martinique, Montserrat, United Kingdom, Germany, France, Estonia, Portugal, Hungary, Poland, Ukraine, Romania, Bulgaria, Czech Republic, Slovakia, Belarus, Moldova, Republic Of, Sweden, Greece, Belgium, Italy, Ireland, Switzerland, Netherlands, Finland, Malta, Denmark, Lithuania, Croatia, Spain, Austria, Bosnia And Herzegovina, Iceland, Luxembourg, Macedonia, The Former Yugoslav Republic Of, Montenegro, Norway, Serbia, Slovenia, Albania, Cyprus, Latvia, Monaco, South Africa, Egypt, Algeria, Angola, Benin, Botswana, Burkina Faso, Burundi, Cameroon, Cape Verde, Central African Republic, Chad, Congo, Côte D'ivoire, Congo, The Democratic Republic Of The, Equatorial Guinea, Eritrea, Ethiopia, Gabon, Gambia, Ghana, Guinea, Guinea-bissau, Kenya, Lesotho, Liberia, Libyan Arab Jamahiriya, Madagascar, Malawi, Mali, Mauritania, Mauritius, Mayotte, Morocco, Mozambique, Namibia, Niger, Nigeria, Réunion, Rwanda, Senegal, Seychelles, Sierra Leone, Somalia, Sudan, Swaziland, Tanzania, United Republic Of, Togo, Tunisia, Uganda, Zambia, Zimbabwe, Georgia, Turkey, Israel, United Arab Emirates, Armenia, Azerbaijan, Bahrain, Iraq, Jordan, Kuwait, Lebanon, Oman, Qatar, Saudi Arabia, Palestinian Territory, Occupied, Yemen, India, Japan, Philippines, Pakistan, Thailand, Singapore, Viet Nam, Taiwan, Province Of China, Indonesia, Cambodia, Lao People's Democratic Republic, Malaysia, Myanmar, Korea, Republic Of, China, Afghanistan, Bangladesh, Bhutan, Kazakhstan, Kyrgyzstan, Maldives, Mongolia, Nepal, Sri Lanka, Tajikistan, Turkmenistan, Uzbekistan, Australia, Papua New Guinea, Kiribati, Palau, French Polynesia, Tuvalu, New Zealand
Posted
6 days ago
Salary
Not specified
No structured requirement data.
Job Description
Role Description
- Manage and develop a small team of Forecasting & Planning Analysts.
- Accurately prepare forecasts and budgets for call & non-call workloads and resources.
- Monitor drivers against business change and develop models to improve accuracy.
- Constantly monitor and propose effective shift patterns to match business requirements.
- Optimize performance of all ClearSource teams and maximize agent satisfaction by providing flexible options.
- Take into account location, accommodation, and agent groups.
- Make recruitment recommendations and identify opportunities in staffing.
- Assist the Workforce Manager in strategic planning and scheduling strategies for the business unit.
- Oversee/manage a staff of Workforce Senior Analysts.
- Identify and proactively manage changes to the shift patterns to deliver improved customer service.
- Work as a team with Operations, facilitating smooth communication and transition.
- Maintain and communicate a formal historical record of the changes and their impact.
- Be aware of and record business, resource, and seasonal changes.
- Make appropriate resource plans for expected changes in profile and workloads.
- Report on expected and experienced results.
- Through effective leadership and promotion of diversity, reinforce WFM practices to define and enhance individual and group performance.
Company Description
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