Workforce Supervisor
WNS Careers - Philippines
This position requires local presence. Please view similar jobs below.
• Using Short-Term forecast, latest intraday/DOW volume arrival pattern, AHT trends create daily schedules/rosters on weekly/fortnightly/monthly basis (as per business requirement).
• Ensure the daily/weekly SLAs are met.
• Ensure the shifts are in accordance with HR policies.
• Ensure each employee gets the mandatory offline time (like lunch/breaks/personal time etc.) in accordance with HR policies.
• Schedule slots for making outbound calls/offline work (wherever applicable)
• Schedule slots for training/meeting/coaching sessions (basis inputs from Ops/Quality/Training teams)
• Incorporate planned leaves (if any, basis inputs from Ops)
• Ensure to keep a buffer for unplanned leaves (basis actual historical trends)
• Highlight to Ops in case of deficit and share overtime requirement to cover the deficit.10. Incorporate overtime (wherever applicable)
• Share final schedule with Ops & RTA for execution. Manage a group of RTAs and lead Intraday management for the business
Job qualifications:
- Minimum of 3-5 years managing Workforce Operations in a call center environment
- 3 Years supervisory experience
- 5-year experience in RTA+ Scheduling (Short term Planning)
- Familiar on WFM tools such as Verint, Avaya CMS etc.
- Amenable to work Onsite
Vacancy posted 19 hours ago
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