Wfm Supervisor

Overview:
**Job Summary**:

- Manage activities and initiatives related to the effective implementation and ongoing usage of the Workforce System (IEX)
- Work with key internal and external business partners to conduct root cause analysis on issues impacting Contact Center performance, and communicate findings and resolution to the leadership team and WFM.
- Required to interact daily with the call center leaderships team through project work, presentations, defect analysis, problem solving and strategy
- Analyze real-time metrics of call-handling, talk-time and other KPI’s via Workforce Management (WFM) to determine risks to service level targets and escalate issues accordingly
- Maintain overall operational performance statistics on an interval, daily, weekly and monthly basis (Service Level, Occupancy, ASA, AHT, Adherence, etc.)

Qualifications:
**Requirements**:

- ** EDUCATION AND SPECIFIC TRAINING**:Experience in WFM Related field with more than 1 year experience as a WFM Supervisor
- 2 - 3 years experience in Workforce Management Department
- More than 1 year experience as a Supervisor level
- Strong data analytics and creation of reports
- Experience in automating task/reports that are manual to reduce cycle time and defects.
- Proficient user of Excel and understanding call center statistics a must.
- Knowledge in VBA, macros, linked data, pivot chart tools, design tools is an advantage.
- Experience in developing dashboards, and understandable reports and useful visualization.
- Flexible schedule and excellent attendance record.
- Should be amenable to work on different schedules (i.e. Day Shift, Mid Shift, Night Shift, weekends and holidays)

**Responsibilities**:
**Responsibilities**:

- Ensuring schedules are rotated and maintaining capacity plan.
- Supervise WFMs and RTAs and ensure continous improvement.
- Co-ordinate and collaborate with operations and other departments to ensure smooth functioning of the production environment.
- Recommend procedural and operational guideline changes to improve communications and operational efficiency.
- Prepare Intra-Day and End-of-Day Client and Internal reports while ensuring timeliness and accuracy of data.
- Analyzing real-time call trends and make adjustments to staffing to ensure service levels as well as company�s financial goals
(efficiencies) are met (IMPORTANT).
- Making necessary adjustments to workforce management software to appropriately track the productivity of Call Center Agents.
- Planning and scheduling off-phone events.
- Maintain confidentiality relative to organizational strategies, objectives, and practices.