Position Summary:
The Workforce Supervisor is responsible for management & direction of the workforce team.
Ensures client/customer goals are met by analyzing work volume variances to forecast and provide direction to adjust scheduling/staffing levels accordingly. Monitors service levels and directs real-time forecasting to meet service levels. Provides advice to management on the most efficient and cost effective strategies to deliver on service level agreements
Overall Responsibilities:
•Manages a team of intraday specialists.
•Manages a team of intraday specialists.
•Manages a team of report analysts.
•Manages a team of report analysts.
•Analyze past volume and staffing patterns and will implement based on the forecast provided by the client staff the Service Center to ensure service goals are met.
•Analyze past volume and staffing patterns and will implement based on the forecast provided by the client staff the Service Center to ensure service goals are met.
•Oversee all Real-Time and Intra-Day activities to ensure operational and client goals are met.
•Oversee all Real-Time and Intra-Day activities to ensure operational and client goals are met.
•Conduct analysis and recommends solutions to real time performance issues with the operational business units.
•Conduct analysis and recommends solutions to real time performance issues with the operational business units.
•Validate forecasting and staff planning and work with Account Managers.
•Validate forecasting and staff planning and work with Account Managers.
•Ensure all required WFM data is tracked and trended on a continuous basis.
•Ensure all required WFM data is tracked and trended on a continuous basis.
•Interface with Account Managers/Director as needed for escalation of service impacting issues.
•Interface with Account Managers/Director as needed for escalation of service impacting issues.
•Coordinates with Service Delivery Manager to interface with client and handle account management issues.
•Coordinates with Service Delivery Manager to interface with client and handle account management issues.
•Manages the staff schedules and responsibilities of Workforce Management team.
•Manages the staff schedules and responsibilities of Workforce Management team.
•Meets department budget goals by controlling costs for equipment and personnel.
•Meets department budget goals by controlling costs for equipment and personnel.
•Responsible for performance appraisals of all direct reports.
•Responsible for performance appraisals of all direct reports.
•Establishes performance objectives for direct reports.
•Establishes performance objectives for direct reports.
•Coach and develop a high performance team through organizational leadership.
•Coach and develop a high performance team through organizational leadership.
•Demonstrate sound judgment and fairness when administering Arvato Bertelsmann’s policies and procedures.
•Demonstrate sound judgment and fairness when administering Arvato Bertelsmann’s policies and procedures.
•Ensure team accurately tracks and manages call center schedule adherence.
•Ensure team accurately tracks and manages call center schedule adherence.
•Monitor absenteeism levels and work with Account Managers/ Director/HR on attendance management initiatives.
•Monitor absenteeism levels and work with Account Managers/ Director/HR on attendance management initiatives.
•Prepare daily/weekly/monthly reports and distribute to Management.
•Prepare daily/weekly/monthly reports and distribute to Management.
•Manages staffing ratios and seat utilization/optimization to ensure call center goals are met.
•Manages staffing ratios and seat utilization/optimization to ensure call center goals are met.
•Builds effective working relationships with internal departments.
•Builds effective working relationships with internal departments.
•Work with Senior Management team on initiatives to support new business growth and overall operations.
•Work with Senior Management team on initiatives to support new business growth and overall operations.
Job Requirements:
•3 to 5 years call center experience
•3 to 5 years call center experience
•Minimum 1 to 2 years managing Workforce Operations in a call center environment
•Minimum 1 to 2 years managing Workforce Operations in a call center environment
•College Diploma or Bachelor’s degree in Business, Finance, Management or a related field.
•College Diploma or Bachelor’s degree in Business, Finance, Management or a related field.
•Must have strong technical, project management, implementation and process improvement skills.
•Must have strong technical, project management, implementation and process improvement skills.
•General business acumen, including reporting and analysis, presentation skills, and organizational abilities.
•General business acumen, including reporting and analysis, presentation skills, and organizational abilities.
•Able to travel as needed.
•Able to travel as needed.
Knowledge, Skills and Abilities:
•Excellent knowledge of workforce management systems and processes.
•Excellent knowledge of workforce management systems and processes.
•Thorough understanding of WFM tools like Aspect, IEX, Avaya, etc.
•Thorough understanding of WFM tools like Aspect, IEX, Avaya, etc.
•Excellent knowledge of all phases of Workforce planning, Forecasting and Intra-day functions.
•Excellent knowledge of all phases of Workforce planning, Forecasting and Intra-day functions.
•Extensive use of MS office/ Excel spreadsheets, and workforce management tools
•Extensive use of MS office/ Excel spreadsheets, and workforce management tools
•Expert knowledge and understanding of workforce planning programs and principles.
•Expert knowledge and understanding of workforce planning programs and principles.
•Ability to clearly explain volumes and staffing trends and implications to management team.
•Ability to clearly explain volumes and staffing trends and implications to management team.
•Strong analytical abilities to provide strategies based on historical and current data.
•Strong analytical abilities to provide strategies based on historical and current data.
•The ability to work with management teams to ensure clear goals regarding service level agreements.
•The ability to work with management teams to ensure clear goals regarding service level agreements.
•Training and certification with forecasting / scheduling and related software packages.
•Training and certification with forecasting / scheduling and related software packages.
•Proven ability to manage people, processes, and technology.
•Proven ability to manage people, processes, and technology.
•Strategic thinker and tactical implementer.
•Strategic thinker and tactical implementer.
•Experience in developing a workforce team in a call center site, while meeting all operational and financial objectives.
•Experience in developing a workforce team in a call center site, while meeting all operational and financial objectives.
•Superior written and verbal communication skills.
•Superior written and verbal communication skills.
•Excellent leadership and developmental skills
•Excellent leadership and developmental skills
