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The
Workforce Supervisor ensures that the Real Time Analysts take actions to ensure the company achieves its key performance indicators and its daily, weekly, monthly and quarterly goals. The RTA Supervisor works with the Workforce Manager and internal business leaders to determine corrective actions to mitigate events that impact performance.
TheResponsibilities:
- Supervises 20 Real Time Analysts Globally
- Perform one-on-one coaching with the RTAs
- Train and Orient new RTAs
- Analyze intra-day staffing reports and recommend changes to staffing in order to meet service level client expectations and requirements
- Make objective recommendations on incident management
- Coordinates with Operational leadership to advise potential opportunities that will affect the achievement of Service Level goals
- Reviews contact center trends, including call volume, call patterns, staff productivity, and attrition rates
Knowledge, Skill Set & Qualifications Required (External)
- 1 to 5 years Workforce experience in a BPO
- Inbound performance analytics experience
- At least 2 years of workforce supervisory experience
- Highly proficient with Microsoft Office applications (Excel Spreadsheets)
- Detail oriented
- Above-average verbal and written communication skills
- Flexible in working different shift schedules, especially graveyard
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