WFM Supervisor

TransPerfect Is More Than Just a Job…

Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own individual identity, and each also has its own unique rewards.

The Workforce Management Supervisor is responsible for supervising the WFM and Scheduling staff to deliver volume forecasts, staff schedules and reporting to support contact center operations. The WFM Supervisor will work directly with the operations leadership to develop and maintain yearly, monthly, and daily schedules and forecasts. This role will drive the development and administration of staff schedules to meet service level commitments and to develop forecast analyses for future staff requirements based on historical data and company growth projections. The WFM Supervisor will analyze contact center performance to resolve issues, update forecasts and provide reporting and analysis to Operations leadership.

DESCRIPTION

• Supervise Workforce Management personnel and the WFM function

• Utilize workforce management software to forecast calls and schedule staff

• Analyze call patterns to develop models to predict volume, call, and future growth statistics

• Ensure schedules are generated on a regular basis to maximize effective allocation of resources

• Monitoring KPI's and client agreed SLA's to drive real-time operations management of staff schedules

• Responsible for driving proper WFM communications within Operations and between other support departments

• Provide business intelligence reports for planning and performance purposes and to compare expected volumes, schedule performance, and future forecasts to actuals

• Manage long-term forecast / staff plan

• Work with Training and Operations staff to help coordinate multi-skill training for existing agents

• Help establish communication standards for new hires on the scheduling process while helping to ensure those standards are followed

• Oversee short-term workload forecasting

• Assist with the development of the philosophy of schedule assignments

• Oversee proactive scheduling of discretionary activities such as training, meetings, overtime, etc.

• Drive intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements

• Responsible for maximizing efficiency and occupancy while meeting service objectives

• Provide analysis and reporting of employee performance including schedule adherence

• Recognizes and recommends operational and support improvements

• Perform other duties and assignments as directed

REQUIRED SKILLS

• Strong attention to detail

• Ability to prepare and present reports accurately and well within the time frame specified

• Strong mathematical, analytical, communication, and organizational skills

• Self-motivated and MUST excel in a minimally managed, high profile position

• Demonstrated knowledge and experience in Workforce Management technologies required

REQUIRED EXPERIENCE AND QUALIFICATIONS

• Three to five years of call center operations experience

• One year of Workforce Management experience

DESIRED SKILLS AND EXPERIENCE

• One year of supervisor experience

• Current Scheduling and ACD software experience

• Strong analytical, organizational, and multi-tasking skills

• Microsoft Outlook, Excel and Word