SUPERVISOR, WORKFORCE

Role

Supervisor, Workforce

Main Objectives and Duties

• Call Center Roster / QFN Database
• Ensures meeting clients’ requirements in terms of distribution and scheduling
• Informs everyone concerned of any changes
• Client Communication
• Initiates constant calibration of procedures with the client
• Ensures everyone involved is updated with the correct process
• Call Management System Analyst and Database Analyst Performance Monitoring
• Constantly monitors the performance of all Call Management System Analysts and Workforce Analysts
• Addresses performance concerns, especially on accuracy of reports
• On‑time delivery
• Monitoring Operation Flow (Real‑Time Monitoring and Scheduling)
• Ensures smooth flow for entire operations and that correct procedures are being observed
• Minimizes client escalations
• Real‑Time Solution to Operations Concerns
• Provid...