Description

Full Location: Bengaluru - IN

WFM Supervisor

The Workforce Management Supervisor provides strategic direction and leadership to the Results site call center operations in areas of Real Time Management, Intraday Analysis, Forecasting and Scheduling, Capacity Planning and Login Administration.

We expect greater of ourselves... What’s Your Greater? Come find it at ResultsCX

In This Role You Will

• Lead analytical, data driven, and tactical Workforce teams.
• Identify future Workforce Management analysts and develop the bench strength
• Identify and utilize employee strengths, while developing areas of opportunity.
• Develop strong relationships with internal WFM and external customers
• Collaborate, gain agreement, and communicate multiple competing site & WFM priorities
• Consistently address performance or disciplinary concerns according to company policy
• Oversee site WFM process improvements and consistently meet or exceed bill to pay targets, call center KPIs, customer service, technology, and professional development.




• Create strategic recommendations to improve site & client productivity while balancing service levels and costs
• Continuously improve site Workforce Management planning accuracy
• Be responsible in proactively analyzing and implementing agent staffing, plans including re-forecasting requirements
• Ensure that site forecasts, capacity plans and schedules are generated in a timely and precise fashion
• Drive nimble real time plan adjustments to improve margins and service levels
• Assist in resolving reliable site & client complaints and escalated issues
• Facilitate, lead, and participate in daily and weekly meetings among key stakeholders
• Work to ensure the site WFM team is trained and developed on WFM tools
• Simulate different site scenarios and develops contingency plans for unexpected events
• Develop site benchmarks using metrics, industry standards and original concepts
• Configure data gathering systems, designs and dev

📌 WFM Supervisor (Bengaluru)
🏢 ResultsCX
📍 Bengaluru