ApplyWorkforce Management Supervisor
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💎 Seniority level: Manager, At least 3-5 years
📍 Location: Poland
🔍 Industry: Gaming industry
🏢 Company: Keywords Studios💰 Post-IPO Equity 7 months ago🫂 Last layoff over 1 year agoAudioVideo GamesDigital MediaContent
🗣️ Languages: English
⏳ Experience: At least 3-5 years
🪄 Skills: Aspect eWFMTime ManagementReportingData visualizationPowerPoint
Requirements:
- At least 3-5 years of Workforce Management Supervisory experience focusing on Forecasting, Capacity Planning, and Scheduling in a Contact Center/BPO.
- Experience with scheduling, forecasting, and workforce management software.
- Advanced proficiency in Excel, PowerPoint, and/or Google Sheets.
- Technical expertise and strong problem-solving skills.
- Knowledge of staff planning, workload distribution, and forecasting trend analysis.
- Strong verbal, written, and visual communication skills.
- Flexibility and ability to work autonomously.
- Attention to details and strong time management skills.
- Ability to create agent schedules and capacity plans manually.
- Experience with building WFM reports and processes from the ground up.
Responsibilities:
- Team management of workforce professionals.
- Provide coaching, training, and development for innovation and solutions.
- Follow company vision, managing individual and team performance.
- Participate in internal meetings and client calls.
- Monitor team productivity and quality of work.
- Provide effective presentations with data visualization.
- Manage client expectations and represent WFM.
- Create staffing plans based on forecast volume and staffing requirements.
- Provide recommendations for staffing and volume concerns.
- Communicate schedules and schedule changes regularly.
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