SUPERVISOR, WORKFORCE
Qualfon
Date: 12 hours ago
City: Cebu City
Contract type: Full time
Main Objectives and Duties
- Call Center Roster / QFN Database - Ensures proper scheduling and communicates changes.
- Client Communication - Coordinates procedures and updates with clients.
- Performance Monitoring - Oversees Call Management and Workforce Analysts, ensuring accuracy and timely reporting.
- Real-Time Monitoring & Scheduling - Maintains smooth operations and minimizes client escalations.
- Real-Time Issue Resolution - Provides immediate solutions to operational concerns.
- Staffing Analysis - Reviews and analyzes staffing during operations.
- Trending Activities Evaluation - Identifies attendance and staffing trends to uncover issues.
- Bachelor’s in computer studies, Engineering, Statistics, or Mathematics or 2+ years of related experience in the call center industry
- Six Sigma certification (desired)
- Program Management
- Forecasting
- Analytical & Logical Thinking
- Workforce Management
- Data Management
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