Workforce Rta Supervisor

The **Workforce RTA Supervisor** is responsible for directing, managing, and supervising all activities and resources related to the Workforce department for the Organization.
- Responsible for supervising all facets of contact center operations such as real-time resource management, queue management, and other operational activities while adjusting resources to meet business objectives
- Provides leadership to a team of WFM Real-Time specialists who provide real-time analytics and queue management
- Supervises the real-time function of the team to ensure optimal real-time resource management; identifies new methods, strategies, and opportunities in real-time function
- Supervises the execution of the real-time management to ensure appropriate real-time oversight and action to meet business goals and maximize efficiency
- Supervises the accurate compilation and distribution of information and reports to identified stakeholders in a contextual and actionable format
- Develops and maintains short and long-term real-time resource plans and ensure efficient availability of staff during peak periods
- Supervises and advises on requests for resource management information to ensure effective decisions around changes and business processes.
- Identifies and investigates variances from schedules that had a negative impact on budget and/or performance to ensure tight control and efficient use of resources
- Reviews and analyzes periodic Real-Time Performance Reports for both internal and vendor partners and distribute as required
- Ideates for process and service improvement planning

**QUALIFICATIONS**:

- Bachelor's Degree in any field, preferably in Mathematics, Statistics, Computer Science, Information Technology, or other related course
- 5 years' experience in managing workforce operations with client and/or senior management interaction
- Minimum 3 year of experience in a supervisory role
- Expertise in capacity planning, forecasting, real-time management, reporting, and scheduling are required
- Proficient in workforce management-related tools
- Good organizational, project management and presentation skills
- Excellent analytic and mathematical skills with ability to work with large amounts of data to identify trends and patterns
- Metrics & Reporting - Proficient
- Operations Management - Proficient
- Problem-Solving & Escalation Management - Proficient
- Team Management - Proficient
- End to End WFM Functions - Proficient

**Salary**: Php32,000.00 - Php47,000.00 per month

**Benefits**:

- Company Christmas gift
- Company events
- Health insurance
- Life insurance
- Opportunities for promotion
- Promotion to permanent employee

Schedule:

- Rotational shift

Supplemental Pay:

- 13th month salary

Ability to commute/relocate:

- Pasig City: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- workforce operations: 3 years (required)