Wfm Supervisor

Role and Key Responsibilities:

• Understanding of Capacity Plan, scheduling and rostering.
• Skill-Based Scheduling for in-house agents
• Define agents according to skills and proficiencies
• Compares over/under staffing with total staffing hours. Measures the effectiveness and quality of scheduling.
• Review the projected performance for the sites on a near term basis. i.e. weekly/ fortnightly.
• Build, review and plan requirements based on forecasting information for production headcount by day by interval for the supported time frame (requirements base don KPI such as in and out of office shrinkage.
• Review the projected scheduled performance and review over/ under.
• Take corrective action on the over/ under analysis and make recommendation on schedule changes, reskilling, realignment of agents across sites
• Review DOW and Intraday Patterns and Support VTO/OT/PTO requests
• AHT profiling
• Assumption Management and Support admin features of schedules tools to include rules.

Key Skills and knowledge:

• Knowledge of Advanced Excel to work on data and create reports; Knowledge of VBA will be an added advantage
• Graduate with Contact Center experience and good communication skills.
• People management experience.
• Proficiency in multi-tasking and engaging multiple stake holders at a time in a multiskilling environment.
• Strong process and mathematical orientation
• Root Cause Analysis, proactive management & data presentation
• Analytical bent of mind and strong process and mathematical orientation
• Knowledge of Contact Centre methodologies and operational principles.
• Complete understanding of overall operational activities including phone, email, chat, community and social media support.
• Effective communication skills.
• Advanced knowledge of MS products, particularly Excel, PowerPoint.
• Proficiency with computers
• Willingness to work in a 24*7 shift environment
• Drive for self-learning and knowledge enhancement
• Ability to simplify complex operations into repeatable processes
• Comfortable in a fast-paced environment
• Ability to make decision in time sensitive ambiguous situations
• Since this is a supervisory and client-facing position, the candidate must be able to communicate effectively.
• Avaya CMS is required, and Verint is preferred.
• Team Handling experience is mandatory.
• Must understand Billing & Invoicing.
• Advanced Excel knowledge to deal with data and develop reports; knowledge of VBA and PowerBI will be an advantage.

Qualification