Workforce Supervisor
- IntouchCX
- 2 - 7 years
- Hyderabad
- 27 days ago
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Job Description
About the Job
Were seeking a Workforce Supervisor to direct, manage, and supervise a team of Workforce Analysts and Specialists. The ideal candidate will be responsible for the teams performance and development, and will ensure that team members are focused on the delivery of company goals and client operational expectations.
As Workforce Supervisor, You Will
- Evaluate forecasting and capacity models to give recommendations for long term staffing needs
- Provide clear communication of the forecasted workload, changes, assumptions and inputs
- Escalate discrepancies in data to management with recommendations for action
- Work with business leadership to coordinate processes to meet the operational and strategic needs of the business
- Advise on potential opportunities or hazards that affect the ability to meet strategic goals
- Analyze proposals from WFM analysts related to staffing needs
- Respond to changes in the plan in a timely and accurate manner to ensure proper staffing levels are maintained
- Act as initial point of contact for all assigned projects on all scheduling concerns
- Coordinate and collaborate with operations and other departments to ensure the production environment is running smoothly
- Exercise sound judgment when identifying staffing requirements and implementing procedural changes, while ensuring compliance with company policies and procedures
- Recommend procedural and operational guideline changes to improve communications and operational efficiency
- Directly respond to client escalations/queries with regards to Workforce Management
- Participate in daily and weekly meetings that requires workforce involvement
- Perform other duties as assigned
As Workforce Supervisor, You Have
- A post-secondary degree in a related discipline (Computer Science, Marketing, Communications, Business)
- Have at least 2 years of Workforce Team Lead experience in both Real Time and Planning
- Have at least 2 years of Workforce Planning experience
- Experience working with Aspect and Verint software (considered an asset)
- Strong analytical, problem-solving, technical, information-management and decision-making skills
- Demonstrated strong interpersonal and communication skills
- Superior organizational skills and the ability to follow through
- Ability to work in a fast-paced, hectic & changing environment
- Ability to effectively interact with employees at all levels and people from diverse backgrounds
- Ability to think strategically
- Ability to plan and monitor for results
Job Classification
Industry: BPM / BPOFunctional Area / Department: Production, Manufacturing & EngineeringRole Category: Operations, Maintenance & SupportRole: Service / Maintenance SupervisorEmployement Type: Full timeContact Details:
Company: IntouchCXLocation(s): Hyderabad+ View Contact
Keyskills: compliance marketing workforce planning operations information management forecasting leadership workforce management verint communication skills
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IntouchCX
IntouchCX is a global customer care and technology company. With over 20 years of experience, 18,000+ team members, and campuses around the globe, were obsessed with providing remarkable customer experiences for the worlds most innovative brands.
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