Workforce Supervisor

Qualifications:

• Must be willing to work onsite in Eastwood
• Minimum of 4-6 years end to end Workforce Management in real time experience, Forecasting, Scheduling experience & Reporting
• Minimum of 2 years of people management experience
• Excellent analytical and problem-solving skills
• Proficient in MS Office, reporting

Job Description:

This WFM resource is responsible for Supporting Real time teams to manage and achieve the SLAs, creating schedules based on forecast and actual trends. Improve efficiencies and enhance utilization of resources. Also, should have at least 6 years’ workforce management with specialization in forecasting / scheduling experience, including people management experience 2 years’ managing others and/or experience in Workforce Management.

Additional Requirement

• Provides data and reports for common decisions such as product features, usage, performance, and acquisition of channels
• Coaches team members and conducts regular (monthly) performance feedback sessions
• Establishes team’s yardsticks (early indicators), analyzes and communicates compliance, risk and audit and team performance to the group
• Proficient in Power Point Presentation/ Excel
• With strong communication and coordination skills, assertive, detail and results oriented
• Analyzes, develops action plan, and resolves service delivery and/or service level issues