WFM - RTA Supervisor
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Position Title: WFM RTA Supervisor

Work Location: Clark, Pampanga

Company Overview

As the fastest-growing outsourcing solution in North America, SupportNinja is redefining the BPO space. Our mission is to “Show the World a Better way to Outsource”.

What does this mean?

We are more than just a call center - we challenge the status quo with the greatest people and the latest technology. SupportNinja provides a personalized, modern and ethical approach that allows us to provide faster, smarter support than our competitors.

We work with some of the world's most disruptive companies across the tech, lifestyle, music, and e-commerce spaces. Our services include customer support for apps, content moderation for streaming music services, B2B lead generation for SaaS companies, and back-office support for one of the world’s largest nonprofits.

Our client roster includes Sports Illustrated, HotelTonight, Warner Music/Level, Bill and Melinda Gates Foundation, SeatGeek, and more. SupportNinja is one of the 100 fastest-growing private companies in the US, one of the fastest-growing companies to come out of Austin, a recipient of the Austin A-List Awards, and has been listed as a Best Place to Work.

Join us in our quarterly retreats, our welcoming office spaces, and see why we double in size year after year!

Duties and Responsibilities

The WFM RTA Supervisor is responsible for leading a team of specialists who are responsible for real-time resource management of onsite and remote Ninjas. Establishes effective relationships with internal and external partners including Finance, Business Analytics, IT, Compliance as well as operational leadership to ensure daily service level metrics and business goals are met. Communicates company policy information and requirements to staff and ensures operational decisions comply with the policy. Develops and motivates employees through regular coaching and feedback that leads to improved results that support the overall operations of the business.

  1. Responsible for supervising all facets of contact center operations such as real-time resource management, queue management, and other operational activities while adjusting resources to meet business objectives
  2. Provides leadership to a team of WFM Real-Time specialists who provide real-time analytics and queue management
  3. Supervises the real-time function of the team to ensure optimal real-time resource management; identifies new methods, strategies, and opportunities in real-time function
  4. Supervises the execution of the real-time management to ensure appropriate real-time oversight and action to meet service level goals and maximize efficiency
  5. Supervises the accurate compilation and distribution of information and reports to identified stakeholders in a contextual and actionable format
  6. Develops and maintains short and long term real-time resource plans and ensure efficient availability of staff during peak periods
  7. Supervises and advises on requests for resource management information to ensure effective decisions around changes and business processes.
  8. Identifies and investigates variances from schedules that had a negative impact on budget and/or performance to ensure tight control and efficient use of resources
  9. Reviews and analyzes periodic Real-Time Performance Reports for both internal and external stakeholders and distribute as required
  10. Ideates for process and service improvement planning
  11. Produces daily, biweekly, and monthly internal real-time reports; Uses trends and reports to forecast requirements

Qualifications

  1. Graduate of any business-related course or any trade equivalent
  2. 3+ years call center work experience and solid workforce management experience in an inbound and outbound center environment as a Workforce Specialist or Supervisor
  3. 3+ years of experience working with Excel and/or Google Sheets
  4. Experience using workforce management software, telecommunication, or other call center systems (e.g., Avaya CMS, IEX Totalview, Aspect eWFM)
  5. Basic to intermediate knowledge about the PH labor law
  6. Expert knowledge in Microsoft Excel/Google Sheets essential in reports generation
  7. Excellent written and verbal communication
  8. Ability to interpret raw data into substantial reports
  9. Excellent research and investigative techniques
  10. Precise detail orientation; Strong organizational skill
  11. Ability to prioritize workload, meet deadlines and perform multiple tasks

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.