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Workforce Supervisor | Palawan

Req ID#:  290248

Puerto Princesa, PH

Workforce Supervisor | Palawan

Operations

About Us

As caring for customers becomes the differentiator that drives consumer engagement and spend, Sitel is advancing its position as a world leader in outsourced customer experience innovation. With over 30 years of industry-leading experience, Sitel’s 75,100 passionate and talented associates support more than 400 clients in 48 languages from 146 facilities strategically located in 22 countries. Combining comprehensive customer care capabilities, leading omnichannel solutions and unparalleled expertise across industries, Sitel collaborates with some of the best known global brands to help consistently deliver outstanding customer experiences. Sitel is a subsidiary of Groupe Acticall. Visit www.sitel.com to learn more.

Job Summary

Responsible for maximizing efficiency and occupancy while meeting service objectives

Create RTA schedules and ensure full hoop coverage for supported programs depending on the account requirement

Provide and conducts real time coaching to RTAs if needed

Review intraday reports and flag risk if projection suggests failing KPI

Work with real-time team to optimize operational performance on a daily basis

Attend to real time escalations from internal customers (operations)

Setup real time discussion with Workforce and operations to come up with mitigation plans to mitigate risk

Oversee scheduling philosophy of schedule assignments and ensure scheduling timelines are met

Perform audits on reporting accuracy, scheduling accuracy, assumptions used on short term and real time deviation to make sure that workforce processes are adhered to

Specific duties include staff management and provides updates to clients and operations regarding program performance

Responsible for selecting, training and effectively managing the Workforce Management Team to develop suitable competence to support succession planning and meet customer needs and expectations

Primary Job Responsibilities

Skills/Knowledge/Abilities

    Education

    Experience Target

      Specialized Certifications

        Workforce Supervisor | Palawan


        Job Segment: HR, Manager, Human Resources, Management, Customer Service

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