WFM Supervisor – Real Time Management in Kagithane, Turkey

Job Title:

WFM Supervisor – Real Time Management

Job Description

Job Responsibilities:

• Drive strategic direction and manages delivery of real time, and operational metrics of the accounts within their remit.

• Work with key stakeholders to ensure WFM initiative and priorities are delivered to meet contractual requirements.

• Work with the onsite and offshore WFM team to ensure cadence with real time playbook for each account.

• Responsible for driving achievement of real time metrics.

• Communicate effectively with client and stakeholders on performance of WFM metrics.

• Coordinates with Operations (Team Leaders, Operational Managers, DPE) and Clients ensure WFM processes and practices are in place and properly executed.

• Ensure effective use of resources and automated systems.

• Implements productivity and revenue increase by driving efficiency and other related metrics and initiatives.

• Act as escalation point to address and resolve real time support matters for the programme.

• Manage and ensure delivery of the executions of real time plans, ensuring the onsite and offshore team is meeting deliverables and deadlines.

• Support the ongoing development of the onsite RTA Teams (Employee satisfaction, upskilling).

Essential Criteria

18 Months Experience in Grdae10 is a Must

• Significant WFM of Solutions experience; demonstrate a clear understanding and first-hand experience of workforce management principles and processes in the following primary functional areas:

• Real Time Analyst– Must have practical experience

• Real Time Reporting and demonstrates best practice.

• Demonstrates knowledge and experience of WFM Applications (in particular IEX) / Call centre tools / ACD Switch / WFM Now

Desirable Criteria

• MS Office: Advanced Excel, experiences using other MS applications.

• Practical Experience of WFM Applications: NICE IEX Total view preferred.

• Knowledge of reporting tool and processes.

• Prior experience of scheduling

• Prior experience in a supervisory capacity.

Location:

TUR – KAGITHANE1 – MERKEZ MAHALLESI AYAZMA CADDESI PAPIRUS PLZ. DIS KAPI NO:37, IC KAPI NO: 2 KAG

Language Requirements:

English (Required)

Time Type:

Full time2025-02-08

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