Alorica Workforce Supervisor in Muntinlupa City, Philippines
Supervise workforce personnel on executing workforce strategies with precision.
Ensure workforce team will maintain and update local databases on a timely basis to foster accurate reporting data.
Supervise performance management effort at site level with focus on continuous improvement of AHT, ACW, schedule adherence, hold-time, talk-time, and lost hours.
Make strategic recommendations to leadership team regarding process improvement opportunities.
Act as liaison between operations and support teams to provide real time feedback to ensure all needs are effectively communicated with leadership team.
Facilitate communication between local site workforce team and operations team to execute requests accurately and to maintain open communication between two groups.
Supervise workforce team to assist with staffing adjustments based on re-forecasted requirements
Communicate with all levels of site operations personnel regarding impact of call volume, staffing, or productivity.
Supervise direct reports’ performance and coach/mentor new hires.
Provide feedback regarding disciplinary or hiring decisions.
Supervise deployment of policy and process enhancements to provide increased productivity, higher customer/employee satisfaction and reduced costs.
Supervise short-term and long-term workforce workload and other related projects.
Work independently under minimal supervision.
Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
Perform other duties as assigned by management
Ability to reads, writes, and speaks English.
Understanding and ability to create/manage scheduling and real-time management processes and tools.
Strong analytical skills, ability to interpret regression modeling, sample size methodologies, correlations analysis, etc. • Ability to manage a team and develop employees through mentorship and training.
Ability to work independently and with other teams to achieve performance goals and objectives.
Advance personal computer skills including Microsoft Office.
Excellent interpersonal, written, and oral communication skills with all levels of management.
Ability to make good judgments/decisions and take initiative to accomplish job duties.
Ability to prioritize and organize work in a multitasked environment.
Ability to adapt to a fast-paced and dynamic environment.
Ability to maintain the highest level of confidentiality and professionalism.
We are an Equal Employment Opportunity Employer
Alorica is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
If you’d like to view a copy of the company’s affirmative action policy statement, please email EmployeeExperience@alorica.com. If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail firstname.lastname@example.org. This email assists disabled job seekers whose disability prevents them from being able to apply online.