Workforce Management Supervisor

Responsibilities • The Workforce Management Analyst is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives. • Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi department contact center operations. • The ability to create forecasting and scheduling to that forecast is crucial. • This position requires some evening and weekend availability as business needs arises. • Data Analysis: Collecting, analyzing, and interpreting data in Tagalog language to identify trends, patterns, and areas for improvement. Requirement • Native Tagalog communication (written and verbal) with fluent proficiency in English. • Must have a good working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), and have the ability to organize/analyze data in a structured manner. • Capacity Planning experience is preferred. • Minimum of two years of experience in performing WFM functions (specifically real-time management) in a multi-department/site contact center environment is preferred. • Experience with WFM software (Verint /Blue Pumpkin, IEX, eWFM, etc.) that includes real time adherence is preferred"