WFM - Supervisor

Job Summary:

Ensures that resources are in place to handle client-forecasted call volume while meeting client, internal, and financial KPI targets. This position is also responsible for supervising various administrative duties to ensure accurate reporting, reporting structures, and system access.

Responsibilities:

• Supervises and maintains training plans to ensure that adequate staffing resources are planned to handle the forecasted call volume.
• Ensuring analysts understand and comply with all call center objectives, performance standards, and policies.
• Monitoring and evaluating analyst performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Ensures reporting is provided to the operation team that illustrates intraday scheduled staffing versus required staffing on a forecast and monthly basis to ensure KPIs are met.
• Ensures staffing and scheduling modifications are recommended to the operation team and are executed on an intraday, daily, weekly, and monthly basis to ensure KPIs are met.
• Ensures 100% adherence to all company policies and procedures (i.e. Security, Health, Safety and Quality).
• Maintains discretion and confidentiality in all areas pertaining to systems, data, and proprietary information, whether internal to iQor or customer-specific.
• Interprets a variety of instructions furnished in written, oral, diagram, or schedule form.
• Understands and embraces the business and call center operations strategic direction.
• Performs other duties as assigned.

Skills Requirements:

• 2-3 years of work-related experience; supervisory experience required (WFM setting).
• Strong Interpersonal skills.
• Strong Leadership and Development skills to manage a complex role.
• Flexible to work on any shift schedule and demands of the business.
• Advanced skills in Excel.
• Knowledge of software programming is an advantage.
• Expertise and knowledge in all Reporting tools and their usage.
• Ability to read and interpret complex data.