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WFM Supervisor

Req ID#:  320940

US

WFM Supervisor

Operations

About Us

Learn, Lead & Grow at Sitel Group® 

We believe experiences are everything, and that happy associates are successful ones. That’s why we give our people the tools and the freedom to learn, grow, have fun and be themselves. 

·    GROW AS YOU GO. We invest in you, with internal programs, training and initiatives to develop your skills and help you reach your goals. We promote from within. We provide you with the tools, skills and resources to develop, both professionally and personally. You choose where you want to go; we help you get there.   

·    BE BOLD, BE YOU. #SitelLife represents our commitment to our people -to YOU. It's about coming exactly as you are. We empower everyone to live their truth, be themselves and use their voice -and we give them a platform to do so.   

·    WORK TOGETHER TO MAKE AN IMPACT. We strive to make the world a better place and empower others to do the same. We are mission-driven -and we leverage the power of our people to make a positive impact in the communities in which we live and work.   

·    GAIN STABILITY, EXPAND POSSIBILITIES. We celebrate successes and reward our people for the hard work they do every day. We offer benefits to keep you healthy and happy, such as paid time off and referral bonuses. Plus, fun perks like employee discounts.   

·    MAXIMIZE YOUR EXPERIENCE. We value open, honest and constructive conversation. We encourage you to speak up -and we listen when you do. Through MAX, our global community, we leverage our people's innovative ideas, experiences and feedback to shape and drive the future of Sitel Group.  

 

About Sitel Group® 

As a global leader in end-to-end customer experience (CX) products and solutions, Sitel Group® partners  with the world’s best-loved brands, from Fortune 500 companies to local startups, to design, build and  deliver a competitive edge across all customer touchpoints.  

 
With our award-winning culture built on 35+ years of industry-leading experience and commitment to improving the employee experience, we improve business results by pairing innovative design thinking and digital solutions – including self-service, artificial intelligence (AI), automation and data-driven analytics – with the expertise, emotion and empathy of our people to Create Connection. Value Conversation. 

Job Summary

SUMMARY OF JOB RESPONSIBILITIES  

This position’s primary area of responsibility is to ensure team activities are aligned in order for the account to maintain Service Levels.  

This can be done by: 

Communicating with members of Central Workforce Management and Global Command Centers during the day to day Hours of Operation. 

Directly interact with Supervisors and Agents to make adjustments to schedules and activities in real time focusing on maximizing the windows of availability. 

Partner with Operations and Scheduler to make recommendations in the planning of future activities. 

Enter, maintain, and manage associate’s schedules in IEX/BP/InContact or any other client provided tool. 

Driving efficiency and proper utilization of Shrinkage– PTO, VTO, Absenteeism, Breaks, Lunches, etc. 

Consolidate information gathered from interactions with Supervisors and Agents, listening to phone calls, and in some cases handling phone calls, to report trends or issues impacting Volume, Average Handle Time, or inability to handle customer’s concerns. 

In some cases, provide support maintaining rosters and generate reports as required. 

Follow the guidance of the Workforce Coordinator or Workforce Manager to support the business. 

Primary Job Responsibilities

KNOWLEDGE/ABILITIES/SKILLS 

Demonstrated ability to set priorities and multi-task. 

Ability to manage challenging associates and customers while remaining in control. 

Good judgment and ability to express thoughts clearly and simply. 

Demonstrated interpersonal, coaching, and supervisory skills. 

Excellent verbal and written communication skills. 

Strong application usage and problem-solving skills. 

Strong attention to detail and sense of urgency. 

Strong organizational and follow-through skills. 

Demonstrated negotiation and rapport-building skills. 

Good communication skills. 

Ability to use a computer, including proficiency using Microsoft Word and most importantly Excel. 

Proven experience communicating with peers and associates.  

Ability to evaluate requirements and make sound recommendations. 

InContact, Other) – Prefered. 

Call Management System experience (AVAYA CMS) – Prefered. 

Ability to deal with and Manage conflict. 

Minimum keyboarding speed of 30 WPM. 

  

EDUCATION 

Two-year college degree or equivalent combination of education and experience. 

  

EXPERIENCE TARGET 

One year of experience in workforce management - Preferred.  

Scheduling software experience 

WFM Supervisor


Job Segment: Manager, Management

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