Workforce Supervisor(Dayshift account)

Job Description

• Efficiently manages the real time operation and communicates performance results. Responsible in leading, developing and coaching a team of WFM executives.
• Manage attendance policy adherence and real time efficiency
• Responsible for reviewing volume and AHT.
• Take lead in operations governance meetings for scheduling and real time management.
• Review and ensure timely cascade of weekly service level projections

Qualifications:

• At least College Graduate
• Minimum of 5 years experience in call center / BPO setup.
• Minimum of 3 years experience in WFM preferably on the supervisory role.
• Willing to work in Australia shift timings
• Two or more years experience working on WFM tools / technologies such as NICE IEX, Genesys and CxOne.
• Experience on creating reports and dashboards.
• Proficient on MS office applications especially on MS Excel
• Strong analytical and leadership skills