Workforce Management Supervisor

14 hours ago

Johannesburg, South Africa Advanced Call Center Technologies, LLC Full time

Advanced Call Center Technologies is seeking a Workforce Management Supervisor to join our team. We offer a fast track to advancement. Do you love helping others, are you looking for more than just a job, how about a long term career?

Position Summary

Workforce Management Supervisor has the primary responsibility of managing RTA and WFM employees. The Workforce Supervisor will review forecast and results, manage new and existing agent schedules, and work with operations teams to align schedules to business needs, while monitoring for opportunities to improve performance.

Essential

**Responsibilities**:

- Manages forecast and agent schedules for assigned business units
- Maintains close communication with operations partners and other WFM team members to ensure business objectives are met.
- Updates details on forecast and performance reports.
- Quickly escalates any technical or performance issues to appropriate operations and support teams.
- Evaluate data through questioning, probing, and reasoning for process improvements.
- Research and resolve dialer related inquiries from operations and other support teams
- Works with other WFM team members to ensure workload, shifts, and all functions are covered as required.
- Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
- Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
- Is consistently at work and on time
- Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
- Other duties as requested by management

**Minimum Qualifications**
- 1 years Workforce/RTA Supervisor experience
- Ability to resolve/respond to all inquiries and concerns, using sound problem solving and decision making skills.
- Ability to work a flexible shift, which may include rotating weekends and both day and evening coverage.
- High School diploma or GED.
- Must be able to successfully pass criminal background check
- Data entry and basic computer skills

We offer:

- Opportunities to advance within
- Fantastic Supervisors and a Positive environment
- Affordable benefits for you, your spouse, and/or children after 90 days
- Paid time off and paid holidays after 90 days

**Experience**:

- WFM Supervisor: 2 years (required)

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