WFM Supervisor - English - Thailand (Social Media)

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Job description

Overview:
Job Summary:Develop and implement Customer Service inbound and outbound contact strategies. Ensure Call Center applications, routing, hardware and software technologies (i.e., Nice, IEX, Aspect,Verint, Genesys & AVAYA) are running as designed. Maximize effectiveness of technology and manpower through direct involvement in forecasting and staffing (call volume, AHT, Adherence, Shrinkage, etc.).

Manage activities and initiatives related to the effective implementation and ongoing usage of the Workforce System (IEX)

Work with key internal and external business partners to conduct root cause analysis on issues impacting Contact Center performance, and communicate findings and resolution to the leadership team and WFM.

Troubleshoot call routing application and system related issues with team members and partners, and provide timely resolution

Required to interact daily with the call center leaderships team through project work, presentations, defect analysis, problem solving and strategy

Analyze real-time metrics of call-handling, talk-time and other KPI's via Workforce Management (WFM) to determine risks to service level targets and escalate issues accordingly

Maintain overall operational performance statistics on an interval, daily, weekly and monthly basis (Service Level, Occupancy, ASA, AHT, Adherence, etc.)

Qualifications:
Requirements:

EDUCATION AND SPECIFIC TRAINING: Experience in WFM Related field with more than 1 year experience as a WFM Supervisor

2 - 3 years experience in Workforce Management Department

More than 1 year experience as a Supervisor level

Strong data analytics and creation of reports

Experience in automating task/reports that are manual to reduce cycle time and defects.

Proficient user of Excel and understanding call center statistics a must.

Knowledge in VBA, macros, linked data, pivot chart tools, design tools is an advantage.

Experience in developing dashboards, and understandable reports and useful visualization.

Flexible schedule and excellent attendance record.

Should be amenable to work on different schedules (i.e. Day Shift, Mid Shift, Night Shift, weekends and holidays)

Responsibilities:
Responsibilities:Responsible for Performance Analysis, reporting development, tracking, documenting and communicating agent activity and performance on multiple lines of business through phone, chat or email.

Ensuring schedules are rotated and maintaining capacity plan.

Supervise WFMs and RTAs and ensure continous improvement.

Co-ordinate and collaborate with operations and other departments to ensure smooth functioning of the production environment.

Recommend procedural and operational guideline changes to improve communications and operational efficiency.

Prepare Intra-Day and End-of-Day Client and Internal reports while ensuring timeliness and accuracy of data.

Analyzing real-time call trends and make adjustments to staffing to ensure service levels as well as companyï s financial goals
(efficiencies) are met (IMPORTANT).

Making necessary adjustments to workforce management software to appropriately track the productivity of Call Center Agents.

Planning and scheduling off-phone events.

Maintain confidentiality relative to organizational strategies, objectives, and practices.

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