WFM Supervisor
Image Icon Thailand · Bangkok
Category Operations
Full time

Key Responsibilities

  • Leads the workforce team responsible for short-term and long-term workload forecasting, scheduling, real-time resource management and proactively working to meet daily metrics by staying in constant communication with care center teams

  • Develops and motivates employees through regular coaching and feedback that leads to improved results that support the overall operations of the business

  • Executes communication strategy for regular call center results provided to the executive leadership team by demonstrating the ability to synthesize quantifiable data into easy to understand actionable recommendations through a consulting mind set

  • Partners with training and operations to coordinate all required training for the customer care center

  • Analyzing real-time call trends and adjust staffing to ensure service levels as well as company’s financial goals (efficiencies) are met

  • Making necessary adjustments to workforce management software to appropriately track the productivity of Call Center Agents

Skills & Experience

  • 5 years in call center workforce management experience

  • Experienced in forecasting, capacity planning and real-time workforce management.

  • Strong quantitative/analytical skills. Excellent interpersonal, written, verbal and listening skills

  • Proven ability to coach to, and drive for, results and provide strategic value and strong project management skills

  • Proficient with system reporting and scheduling tools as well as Microsoft Office (Excel, Word, PowerPoint, Outlook)