Workforce Supervisor
Pasig City, PH
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
Job Segment:
Call Center Manager, Call Center Supervisor, Call Center, Manager, HR, Customer Service, Human Resources, Management