Description:
Job Description
Workforce Supervisor
The workforce management supervisor is responsible for the daily operational oversight of a workforce management team. The workforce management supervisor directs the work of the workforce management team to meet set service level goals. The workforce management team is primarily responsible for forecasting workloads, forecasting resources required to process workloads, scheduling resources, managing real-time adjustments to resources, and generation of reporting and analysis required to manage these processes efficiently.
Responsibilities and Requirements
Proven ability to oversee and facilitate complex forecasting, capacity planning, and scheduling in a call center and back-office work environment to achieve service level goals in a cost-effective manner. Provide management with necessary information to enable them to effectively manage their workgroups. Real-Time Communication (Outages, Service Level/Abandon Rates). Monitor Real-Time across the business to ensure SLAs met. Monitors attainment of objectives and adapts quickly to changing business conditions.
18 Mar 2025;
from:
gumtree.co.za