WFM Supervisor - Real Time Management

Job Title:

WFM Supervisor - Real Time Management

Job Description

Job Responsibilities:

• Drive strategic direction and manages delivery of real time, and operational metrics of the accounts within their remit.
• Work with key stakeholders to ensure WFM initiative and priorities are delivered to meet contractual requirements.
• Work with the onsite and offshore WFM team to ensure cadence with real time playbook for each account.
• Responsible for driving achievement of real time metrics.
• Communicate effectively with client and stakeholders on performance of WFM metrics.
• Coordinates with Operations (Team Leaders, Operational Managers, DPE) and Clients ensure WFM processes and practices are in place and properly executed.
• Ensure effective use of resources and automated systems.
• Implements productivity and revenue increase by driving efficiency and other related metrics and initiatives.
• Act as escalation point to address and resolve real time support matters for the programme.
• Manage and ensure delivery of the executions of real time plans, ensuring the onsite and offshore team is meeting deliverables and deadlines.
• Support the ongoing development of the onsite RTA Teams (Employee satisfaction, upskilling).

Essential Criteria

18 Months Experience in Grdae10 is a Must

• Significant WFM of Solutions experience; demonstrate a clear understanding and first-hand experience of workforce management principles and processes in the following primary functional areas:
  • Real Time Analyst– Must have practical experience
  • Real Time Reporting and demonstrates best practice.

• Demonstrates knowledge and experience of WFM Applications (in particular IEX) / Call centre tools / ACD Switch / WFM Now

Desirable Criteria

• MS Office: Advanced Excel, experiences using other MS applications.
• Practical Experience of WFM Applications: NICE IEX Total view preferred.
• Knowledge of reporting tool and processes.
• Prior experience of scheduling
• Prior experience in a supervisory capacity.

Location:

TUR - KAGITHANE1 - MERKEZ MAHALLESI AYAZMA CADDESI PAPIRUS PLZ. DIS KAPI NO:37, IC KAPI NO: 2 KAG

Language Requirements:

English (Required)

Time Type:

Full time2025-02-08

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