Workforce Supervisor (Shared Workforce)

About the role

Our client is one of the fastest growing BPO Company in the world. With its operation expanding, they are looking for Workforce Supervisor to join their team to usher their growth.

Responsibilities:

• Oversee forecasting, scheduling, and productivity analysis to meet goals.
• Plan staffing and capacity for all sites.
• Develop policies and communication methods with Operations, IT, and HR.
• Report on key metrics like service levels and absenteeism.
• Recommend process improvements and motivate the team.
• Ensure compliance with company policies and manage discipline.
• Follow up for customer satisfaction and provide feedback to management.
• Perform other assigned duties.

Requirements:

• Must be a college graduate/Bachelor's degree
• Must have 2-3 years experience in Workforce Management.
• With supervisory experience handling Lead RTA or Lead WF.
• Well-skilled in handling/monitoring more than 100 agents, client-facing, and doing reports on their own.
• Experience with forecasting and scheduling.
• Experience in handling all LOB (Email, chat and voice).
• Willing to work onsite in Gilmore and Ortigas, Pasig

Work Setup:

Shift: Shifting Schedule

Setup: Work Onsite

Location: Gilmore and Ortigas, Pasig

By Applying, you give consent to collect, store, and/or process personal and/or sensitive information for the purpose of recruitment and employment may it be internal to Cobden & Carter International and/or to its clients.