Supervisor WFM

About the job

Job Title:

Supervisor, WFM

Job Description

The Supervisor WFM, will be responsible for the supervision of the Real-Time team . This position will maintain the internal policies and procedures, support operations and RTA analysts in identifying trends, providing input on metric improvements, including forecast versus actuals.

Job Description:

• Ensures the successful delivery of WFM support and acts as a liaison between WFM Shared Services and Operations organization.
• Manage and lead the Real Time Analysts providing coach and feedback on a weekly basis.
• Active participation in the Forecast and Capacity plan meetings.
• Lead Real time, Analytics and Reporting processes.
• Implement strategic planning processes and share best practices inside the teams.
• Guarantee the accuracy of all WFM processes.
• Provide climate actions to guarantee a work environment connected to the CNX values.
• Guarantee that all WFM members are in compliance with WFMU.

Candidate Profile

• Proficient in Excel and other Microsoft Office tools.
• 2 years’ and a solid experience in WFM.
• Experience with WFM tools (IEX, Verint-BluePumpkin, Teleopti, Calabrio and Genesis), Avaya-CMS.
• Multi-program / Multi-campaign experience.
• Ability to multi-task and meet timelines on deliverables.
• Effective communication skills, both written and verbal.
• Detail oriented
• Results oriented.
• Change Management.
• Build Strategic Relationships with stakeholders.
• Quick learner and self-starter.