Workforce Management Supervisor

 Published Date: July 5, 2021
Job Title:Workforce Management Supervisor
Experience:3 to 4
Education:Bachelor’s Degree
Location:Egypt, Cairo
Category:Operations/Management
Description:
  • Ensures operations are performing according to key call center performance metrics such as service level, ASA, utilization, adherence.
  • Monitors operational performance in real-time according to operational metrics and targets, applying RTM actions when needed, and reporting performance along with evidence documentation.
  • Executes plans and ensures effective implementation of schedules.
  • Escalates any drops in performance metrics such as service level, ASA, utilization, adherence to concerned parties.
  • Modifies the staffing plan to ensure meeting the respective targets.
  • Administers Call Center Agents’ scheduling.
  • Uses over and under rules to minimize the gap between actual arrival patterns and forecasted patterns
  • Acting as a focal point with all the concerned parties at supporting functions and operations at Atheel & Vodafone client in terms of SLA/Delivery tracking, floor control & adherence tracking, investigating outages & all the unplanned incidents, then making the necessary follow-ups, reporting, and documentation of these cases.
  • Performs other related duties
Qualifications:
  • At least 4 years of call center operational experience (Operations -and WF).
  • Telecom experience is a plus.
  • Flexible to work across sites.
  • Expert level in MS Excel is a must.
  • Excellent understanding of WFM concepts.
  • Excellent understanding of staffing and scheduling methodologies
  • Very good understanding of Operational performance metrics and targets.
  • Dynamic and good at time management
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Posted in Operations/Management