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Workforce Supervisor

Req ID#:  352031

Pasig City, PH

Workforce Supervisor

Operations

About Us

Job Summary

Learn, Lead & Grow with the Sitel Barkada, we are looking for a Workforce Supervisor to join our growing family.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Responsible for overall reporting, staffing & scheduling, Real time productivity management, account service level, completion of required supporting documentation for Client reports, internal reports, and timeliness of support delivered.
  • Monitors and enhances the performance of the Operations Management Desk in the areas of productivity, schedule adherence, and employee satisfaction/development.
  • Manage and lead the Workforce Department and call center through the daily workforce management and scheduling systems.
  • Assist departments, clients, and team leaders with providing results/ communication and technical leadership to Operations Team in order to ensure efficient and effective driven APAC result.
  • Compiles data and analyzes past and current trends.
  • Attend meetings and conference calls.
  • Must conduct performance appraisal for staff members.
  • Respond to emails in a timely fashion.
  • Collect, read, analyze, interpret, and summarize data in preparation & generation of statistical and analytical reports.
  • Maintain collection and tracking processes for relevant data.
  • Maintain appropriate records of contacts and results on a daily basis.
  • Design and/or develop specific systems for collection, tracking, and reporting of data.
  • Provide a variety of reports to Operations
  • Interact/co-ordinate with management in an organized manner resulting in effective data collection and analysis
  • Work in accordance with the rules, roles and responsibilities set/specified by immediate supervisors.
  • Deliver reports on time as requested by the client and/or management.
  • Acts decisively to solve account specific/individual issues related to data generation/analysis /interpretation.
  • Defines and manages achievement of client performance objectives. Keeps all commitments made to SYKES and the client.
  • Audits and checks accuracy of weekly reports

 

Qualifications:

  • University degree or the equivalent
  • At least 6 months experience in an OMDA role
  • Ability to communicate effectively, both verbal and in writing.
  • Ability to gather and analyze statistical data and generate reports.
  • Knowledge of reporting methodology, principles and procedures.
  • Ability to prepare reports and presentations.
  • Record maintenance skills.
  • Ability to design/generate and implement systems necessary to collect, maintain, and analyze data.
  • Skill in the use of computer and related software. Including a working knowledge of Microsoft Excel and other Office applications.
  • Experience and proven ability to generate and analyze performance data of the account(s).
  • Ability to prepare and present reports accurately and well within the time frame specified.
  • Strong planning, time management and organizational skills.
  • Recover quickly from set backs.
  • Ability to demonstrate and articulate creative thinking and a willingness to implement new approaches.
  • Highly motivated, self-starter with a commitment to see proposals/reports through to their completion and effective maintenance of the same.
  • Display a high level of professionalism, integrity, and maturity.
  • Polished and poised. Project energy, self-confidence, authority, and enthusiasm.

 

Sitel is an equal opportunity employer that values diversity and inclusion. We do not discriminate on the basis of race/origin, religion, color, gender, sexual orientation, age, marital status, veteran status or disability status.

Primary Job Responsibilities

Skills/Knowledge/Abilities

    Education

    Experience Target

      Specialized Certifications

        Workforce Supervisor


        Job Segment: Call Center Manager, Call Center Supervisor, Call Center, Manager, HR, Customer Service, Human Resources, Management

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