Job Information
Unifin, Inc Workforce Management Supervisor in Remote, Philippines
About the Company
Unifin Inc is a BPO company with multiple operations in North America, Latin America, and Asia Pacific Region. The company recently established its operations in the Philippines, and we are looking for an extraordinary talent who will be part of our pioneer and diverse team. Are you passionate about joining a start-up company where opportunities are unlimited? Do you love taking challenges and making your brilliant ideas into reality?
Be one of us and be part of our success story!
Your Role
As a WFM Supervisor, you are responsible for:
Regularly monitor and review volume trends and patterns
Provide a detailed reporting structure for these trends.
Create schedules that meet defined service levels, revenue goals, and operating and budget parameters.
Analyze staffing numbers and evaluate schedule performance to support planning processes.
Prepare allocations for vacation leaves, overtime hours, and compulsory time off.
Administer schedule adjustments, schedule exceptions, meeting and training schedules.
Performs other duties that may be assigned from time to time, as needed by the department.
Handle a team of schedulers / planners
Coach and develop teammates
Act as a point of contact for Workforce Management with Operations and all other pertinent departments regarding schedule-related concerns and similar issues
Qualifications for the Role
At least 1-year experience as WFM Supervisor in BPO environment
Experience in manual scheduling.
Someone who can communicate well effectively to all levels of management (written and verbal).
Someone who is proactive when it comes to making decisions as well as solving problems.
Someone who has the ability to read trends and project those trends into future forecasts.
Someone who can use the WFM centralized tools and ensure that the database is maintained. We also need someone with a high degree of empathy for fellow workers.
Extensive knowledge of Excel
Willing to work on-site if the company needed.
Experience working in a WFM planning team in a contact center environment for at least 2 years.
High-level written & verbal language/communication skills.
Intermediate or above computer literacy (particularly MS Excel and PPT), high-level problem-solving / analytical reasoning skills, and attention to detail
Ability to make decisions in a fast-paced environment.
At UNIFIN, we understand that our corporate success starts by attracting the right people, developing and mentoring those that show potential, and taking steps to retain and promote our top performers.
We believe in our employees and invest in providing the best growth opportunities. Promotions at UNIFIN are based on merit, past performance, and leadership potential. We recognize our top employees and help them succeed.
When you join UNIFIN, you do more than joining a company. You become part of a talented team and self-driven individuals dedicated to bringing success to the Company and their lives.
Do you think you fit all of this? Click the apply button now!