Workforce Supervisor

hace 4 días

Bogota, Colombia IntouchCX A tiempo completo

**About IntouchCX**

**About the Job**

**As Workforce Supervisor, You Will**
- Evaluate forecasting and capacity models to give recommendations for long term staffing needs
- Provide clear communication of the forecasted workload, changes, assumptions and inputs
- Escalate discrepancies in data to management with recommendations for action
- Work with business leadership to coordinate processes to meet the operational and strategic needs of the business
- Advise on potential opportunities or hazards that affect the ability to meet strategic goals
- Analyze proposals from WFM analysts’ related to staffing needs
- Respond to changes in the plan in a timely and accurate manner to ensure proper staffing levels are maintained
- Act as initial point of contact for all assigned projects on all scheduling concerns
- Coordinate and collaborate with operations and other departments to ensure the production environment is running smoothly
- Exercise sound judgment when identifying staffing requirements and implementing procedural changes, while ensuring compliance with company policies and procedures
- Recommend procedural and operational guideline changes to improve communications and operational efficiency
- Directly respond to client escalations/queries with regards to Workforce Management
- Participate in daily and weekly meetings that requires workforce involvement
- Perform other duties as assigned

**Requirements**:
**As Workforce Supervisor, You Have**
- A post-secondary degree in a related discipline (Computer Science, Marketing, Communications, Business)
- Have at least 2 year of Workforce Team Lead experience in both Real Time and Planning
- Have at least 2 years of Workforce Planning experience
- Experience working with Aspect and Verint software (considered an asset)
- Strong analytical, problem-solving, technical, information-management and decision-making skills
- Demonstrated strong interpersonal and communication skills
- Superior organizational skills and the ability to follow through
- Ability to work in a fast-paced, hectic & changing environment
- Ability to effectively interact with employees at all levels and people from diverse backgrounds
- Ability to think strategically
- Ability to plan and monitor for results
- Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws._

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