Probe CX
Workforce Supervisor
Job purpose
Responsible for creating long/short term demand forecast models using advanced business knowledge of key contact volume drivers for both call and back office workload volumes for multiple business segments. Accurately calculates and communicates staffing requirements for multiple roles within all business segments. Maintains data integrity and configuration of all Workforce Management applications. Generates in-depth ad-hoc data analyses and scheduled reports to meet the specific needs of each business segment. Provides valuable insight into trends based on data findings and offers potential solutions to performance issues.
Duties and responsibilities
In this role, you will need to work closely with other roles within the WFO and
Operational teams in order to effectively deliver on required outcomes and targets.
Responsible for creating long/short term demand forecast models using advanced business knowledge of key contact volume drivers for both call and back office workload volumes for multiple business segments- Construct and maintain contact center workforce capacity plans based on forecasted demand and projected staffing requirements for each role within multiple business segments
- Provide analysis and recommendations to improve staffing levels and performance efficiency while advising multiple business segments leaders of observed trends
- Modify and update historical call/workload volume data to ensure accuracy of future forecasts
- Develop contact center key driver metrics and target processing times as throughput into the overall long-term planning model
- Conduct “what if” capacity plan scenario analyses to determine potential solutions to improve performance
- Display initiative in research beyond the specific assignment
- Lead consultations with internal departments with interpretation of results based on the models
- Produce complex analytic solutions
- Maintain accurate configuration of Workforce Management systems
- Generate and distribute reporting of key performance indicators such as contact volume and customer handling time performance versus forecast, as well as hiring adherence and staff attrition performance
- Participate and present data during weekly meetings with the business segments leaders to discuss trends, projections, and to create a plan of action to meet contact center metrics
- Manage data flows from multiple sources, and continually audit the integrity of input data through testing and reconciliation activities
- Support Workforce Management team members through data insights and identified opportunities
- The position requires a full-time work schedule. Full-time is defined as working at least 40 hours per week, plus any additional hours as requested or as needed to meet business requirements
- Perform all other duties as assigned
Qualifications and Key Competencies:
At least 3-5 year(s) of working experience in specializing in Workforce Planning or Forecasting.
Knowledge with end-to-end process: Forecasting, Capacity planning, Scheduling, Real time management and reporting
Familiar with different tools such as: Genesys, IEX, Aspect and Alvaria
Must be amenable work on a shifting schedule
Willing to be assigned either in Makati
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