About the job

An international executive recruitment company, People Profilers is recruiting on behalf of a global BPO company, for the position of WFM Supervisor, based in Ho Chi Minh City.

This role of WFM Supervisor with at least 03-year experience in managing the report team and knowledge of workforce management in a Call center company.

Responsibilities

• Have experience in managing multiple Operations/Customer Service platform
• Communicate with clients/Operations to do the periodic review of Performance, manage the day to day operations, and accommodate client requests.
• Analyze historical call trends by source, handle time, and root cause to identify the operation
  opportunities.
• Review and analyze the monthly, quarterly and yearly Contact Center Performance Reports for
  both internal and external stakeholders and distribute as required.
• Design, build and maintain campaigns, calling list, filters and extract performance and compliance reports.
• Troubleshoot dialer issues and communicate with management and ensure optimization of dialer function as well as the best use of data.
• Ensure that the real-time management team.
• Monitor all agents/staff logged into dialer system to assure staff logged into an appropriate campaign to each department group and to maximize utilization of agent productivity while logged into campaigns.
• Oversee reporting-internal and external reporting and analytics for Member Services.
• Offer real-time support to team leaders to maximize agent performance and also achieve the desired level of KPI's.
• Report and liaise with the aspect team for any technical issue and help in the resolution.
• Responsible to set up new campaigns and improve performance by applying different strategies.

Requirements

• At least 03-year experience in managing the report team and knowledge of Workforce Management, Scheduling, Planning, Real-time, SLA, AHT, and Occupancy in the Call Center.
• Must be proficient with Excel and strong knowledge of Windows based programs (Word, PowerPoint, Access, etc.).
•  Have the ability to organize/analyze, import/export data in a structured manner (administration, pivot tables, PowerBI).