Workforce Supervisor

RESPONSIBILITIES:
● Analyze the impact of volume, AHT and shrinkage on staffing requirement
● Maintain operational forecast and create forecast to variance analysis
● Advise on staffing needs and performance issues impacting service levels to the WFM lead in a timely manner
● Analyze staffing plans and ensure that the delivery locations are appropriately staffed based on
client requirement and internal capacity plan numbers
● Establish a professional and collaborative working relationship with the client
● Maintain flexibility regarding requests and actions assigned to meet the needs of the client
● responsible for short-term and long-term workload forecasting, scheduling, real-time resource
management and proactively working to meet daily metrics by staying in constant communication with care center teams.

Qualifications:
● Must have at least 6 months to 1 year experience as Workforce Supervisor/Forecaster on a BPO Setting.
● Must be willing to work ONSITE
● Preferably with experience using NICE IEX, WFM, MS Excel, or Relevant WFM Tools.