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    Workforce Supervisor - Philippines, San Juan, Pilipinas - Transparent BPO

    Transparent BPO
    Transparent BPO Philippines, San Juan, Pilipinas

    4 araw ang nakalipas

    Default job background
    Buong oras
    Paglalarawan

    ONSITE WORK OPPORTUNITY for a WFM SUPERVISOR focusing on REAL-TIME & SCHEDULING in the 1st MAJOR BPO in GREENHILLS, SAN JUAN

    About Company

    Transparent BPO is a leading provider of contact center BPO services. Through talent, process and technology, we integrate with our client's brand & culture to deliver a superior customer experience across all channels. We are looking for talented people who are committed to achieving excellence and will help us to continue to be a world-class provider of outsourced contact center solutions for our clients.

    Responsibilities


    • Create and integrate WFM real time and intraday process


    • Build and improve WFM real time skillset on existing and future team members.


    • Maintain and manage the Workforce Management System to optimize scheduling.


    • Oversee schedule adherence reporting and agent feedback processes, implementing coaching and disciplinary actions as needed.


    • Meet and exceed all Key Performance Indicators (KPIs) and SLA's

    Qualifications

    with 3 years work force supervisor experience handling real time and scheduling

    -proficiency with Microsoft suite

    -experience using Nice, CMS and Zendesk


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