Supervisor WFM
2 months ago
Job Title:
Supervisor, WFM
Job Description
The Supervisor WFM, will be responsible for the supervision of the Real-Time team . This position will maintain the internal policies and procedures, support operations and RTA analysts in identifying trends, providing input on metric improvements, including forecast versus actuals.
Job Description:
- Ensures the successful delivery of WFM support and acts as a liaison between WFM Shared Services and Operations organization.
- Manage and lead the Real Time Analysts providing coach and feedback on a weekly basis.
- Active participation in the Forecast and Capacity plan meetings.
- Lead Real time, Analytics and Reporting processes.
- Implement strategic planning processes and share best practices inside the teams.
- Guarantee the accuracy of all WFM processes.
- Provide climate actions to guarantee a work environment connected to the CNX values.
- Guarantee that all WFM members are in compliance with WFMU.
Candidate Profile
- Proficient in Excel and other Microsoft Office tools.
- 2 years’ and a solid experience in WFM.
- Experience with WFM tools (IEX, Verint-BluePumpkin, Teleopti, Calabrio and Genesis), Avaya-CMS.
- Multi-program / Multi-campaign experience.
- Ability to multi-task and meet timelines on deliverables.
- Effective communication skills, both written and verbal.
- Detail oriented
- Results oriented.
- Change Management.
- Build Strategic Relationships with stakeholders.
- Quick learner and self-starter.
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