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Jobs in Vodafone – Management Supervisor

Vodafone

Job Description:

The Workforce Management Supervisor is responsible for effectively delivering real-time (intra-day) management in order to optimize resources to achieve business objectives. Key functional responsibilities include the translation of staffing requirements into optimal scheduling and the real-time (intra-day) management, in order to support multi-department contact center operations.

Job Requirements:

  • Minimum 2 years of experience in performing WFM activities (specifically real-time management) in a multi-department/site contact centre environment required
  • Capacity Planning experience desired
  • Ability to work under pressure, meet deadlines and be accountable for performance
  • Excellent interpersonal skill at all levels of the organization, customers and team members
  • Ability to proactively find and define problems, understand business impact, identify solutions and provide corrective recommendations
  • Ability to work independently, establish priorities and demonstrate good judgment skills
  • Generate and evaluate staffing schedules, and ensure data updates into scheduling system
  • Generate short and long-term staffing models and provide recommendations based on analysis
  • Perform continual analysis of current performance and conduct real-time re-forecasting to make necessary adjustments in staffing plans, in cooperation with operations teams
  • Identify business problems and provide recommendations for improvements
  • Coordinate cross functional teams to improve call centre performance

Job Details:

Company: Vodafone

Vacancy Type:  Full Time

Job Location: London, England

Application Deadline: N/A

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