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