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Workforce Management Supervisor

Company: TransPerfect
Location: Phoenix
Posted on: September 23, 2022

Job Description:

TransPerfect Is More Than Just a Job---Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own individual identity, and each also has its own unique rewards.OVERVIEWThe Workforce Management Supervisor is responsible for supervising the WFM and Scheduling staff to deliver volume forecasts, staff schedules and reporting to support contact center operations. The WFM Supervisor will work directly with the operations leadership to develop and maintain yearly, monthly, and daily schedules and forecasts. This role will drive the development and administration of staff schedules to meet service level commitments and to develop forecast analyses for future staff requirements based on historical data and company growth projections. The WFM Supervisor will analyze contact center performance to resolve issues, update forecasts and provide reporting and analysis to Operations leadership.DESCRIPTIONSupervise Workforce Management personnel and the WFM functionUtilize workforce management software to forecast calls and schedule staffAnalyze call patterns to develop models to predict volume, call, and future growth statisticsEnsure schedules are generated on a regular basis to maximize effective allocation of resourcesMonitoring KPI's and client agreed SLA's to drive real-time operations management of staff schedulesResponsible for driving proper WFM communications within Operations and between other support departmentsProvide business intelligence reports for planning and performance purposes and to compare expected volumes, schedule performance, and future forecasts to actualsManage long-term forecast / staff planWork with Training and Operations staff to help coordinate multi-skill training for existing agentsHelp establish communication standards for new hires on the scheduling process while helping to ensure those standards are followedOversee short-term workload forecastingAssist with the development of the philosophy of schedule assignmentsOversee proactive scheduling of discretionary activities such as training, meetings, overtime, etc.Drive intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirementsResponsible for maximizing efficiency and occupancy while meeting service objectivesProvide analysis and reporting of employee performance including schedule adherenceRecognizes and recommends operational and support improvementsPerform other duties and assignments as directedREQUIRED SKILLSStrong attention to detailAbility to prepare and present reports accurately and well within the time frame specifiedStrong mathematical, analytical, communication, and organizational skillsSelf-motivated and MUST excel in a minimally managed, high profile positionDemonstrated knowledge and experience in Workforce Management technologies requiredREQUIRED EXPERIENCE AND QUALIFICATIONSThree to five years of call center operations experienceOne year of Workforce Management experienceDESIRED SKILLS AND EXPERIENCEOne year of supervisor experienceCurrent Scheduling and ACD software experienceStrong analytical, organizational, and multi-tasking skillsMicrosoft Outlook, Excel and WordSummaryLocation: Phoenix, AZ (4809 Thistle); US-AZ (Remote)Type: Full time

Keywords: TransPerfect, Phoenix , Workforce Management Supervisor, Executive , Phoenix, Arizona

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