Wfm Supervisor

Summary

Join Keywords Studios as a WFM Supervisor and lead a team of workforce analysts. You will be responsible for providing support, direction, and motivation to your team, ensuring adherence to internal policies, and generating high-level WFM reports. This role requires at least 3-5 years of Workforce Management Supervisory experience in a Contact Center/BPO environment, proficiency in workforce management software and Excel, and strong communication skills. Keywords Studios offers a remote work environment, a comprehensive benefits package including private medical care, and opportunities for professional development. The company fosters a positive work environment with team-building activities and a focus on employee well-being.

Requirements

• At least 3-5 years of Workforce Management Supervisory experience focusing on Forecasting, Capacity Planning and Scheduling in a Contact Center/BPO operations in lieu of a degree
• Experience working with scheduling, forecasting and workforce management software
• Advance experience with Excel, PowerPoint and/or Google Sheet
• Excellent technical expertise and problem solving skills
• Knowledge of staff planning, workload distribution and forecasting trend analysis
• Strong verbal, written and visual communication skills
• Flexibility with work schedule and the ability to work autonomously
• Attention to details and time management skills
• Ability to create agent schedules and capacity plans manually
• Experienced with building WFM reports and processes from the ground up

Responsibilities

• Team management of workforce professionals. Provide coaching, training and development for innovation and solution
• Follow the vision, direction, and culture of the company by managing individuals and team’s performance, expectation and goal
• Participate in internal meetings, client calls and any scheduling and forecasting reviews
• Monitor team’s productivity, effectiveness and quality of work
• Provide effective presentation to visualize a business case using efficient data visualization
• Manage the client expectations and represent WFM along with the team
• Create long-term and short-term staffing plans reflecting the forecast volume, agreed shrinkages and staffing requirements that meet the defined service level agreement
• Proactively provides recommendations, key insights, and solutions to resolve any staffing and volume concerns
• Create/Plot schedules based on forecasted interval capacity requirements, revenue goals, and operating and budget parameters
• Communicate schedules, schedule changes and schedule adherence regularly or as needed
• Maintain high level of professionalism and act as role model

Benefits

• Remote work with necessary equipment and the possibility of visiting our brand-new office at the Global Office Park in Katowice!
• Attractive benefits package including: private medical care option, MyBenefit system, Multisport card, a subsidy for glasses and the Employee Assistance Program with personal, legal and financial counselling services
• Professional development opportunities e.g. online learning platform, training sessions and open vacancies exclusively for internal candidates
• Employee referral program
• Company parties with delicious food and lots of attractions at Global Office Park