Sr. Supervisor, WFM

Summary

The Senior Supervisor WFM is responsible for leading and managing both WFM operations, internal operations and external clients. Several programs require WFM to manage Forecasting, Resource Planning, Scheduling, Reporting, Real Time Analysis and Projects.

Description

Main Responsibilities:

• Interface with customers in delivering WFM solutions to the customer including improving efficiencies. 

• Supervise the work carried out by the Resource Planning area, so that the projections and calculations of the human resources and space necessary to meet the existing or future business needs are carried out.

• Work in conjunction with the Implementation Department, monitoring the scheduling, supervising the monitoring team in real time, tracking the generation of reports and projects needed to make the business more efficient.

• Working in conjunction with Human Resources in topics related to performance evaluation, staff promotions, motivational activities, etc.

• Develop and implement strategic actions to ensure a high level of commitment and motivation of all team members with the organization, as well as effective actions to improve the engagement within WFM ensuring that each member of the team to be aware of its responsibilities and the impact of its decisions in short and long term, among others.

Requirements

• Minimum 1 year experience interfacing with senior program leadership

• Flexibility of Schedules

• At least 2 years experience in WFM

• Minimum of 2 years in leadership positions

• Experience of 1 year in personnel management - Required.

• Experience in Global WFM Operations is a plus.

For internal candidates

• No active disciplinary processes

• Meeting or exceeding all metrics in your current role for the last year.

Skills

• Customer Interface.

• Leadership.

• Orientation to results.

• Analysis and decision-making

• Planning and organization capacity

• Adaptability to change.

• Creativity and innovation.

• Personnel management

• Attention to details.

Knowledge

• English - Advanced

• Excel Advanced Level - Required

• Visual Basic - Desirable

• Excel - Advanced

• Call Center Operations Knowledge - Advanced

• Microsoft Office - Advanced

• Knowledge of software and applications such as: Avaya CMS, IEX, BluePumpkin, Cisco, CIC among others - Desirable

• Payroll Processes - Desirable

• Strategic Planning - Advanced

• Excellent verbal and written communication

Studies & Experience

• Graduate or student  in the careers of: Business Administration, Industrial Engineering, Systems Engineering or related careers - Required.

• 2  years experience in the Call Center or WFM area preferably at management levels - Desirable

• Completed WFM courses - mandatory. (For internal candidates only)