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Workforce Management Supervisor – BPO

  • On-site
    • Guatemala, Guatemala, Guatemala
  • Workforce

Perfil ideal: Líder WFM práctico, analítico y con experiencia en BPO para la toma de decisiones operativas basadas en datos.

Job description

We are looking for an experienced Workforce Management Supervisor with a strong background in BPO / Contact Center operations to oversee workforce planning and optimization activities.

Key Responsibilities

  • Lead forecasting, capacity planning, scheduling, and staffing activities.

  • Analyze WFM and operational KPIs and provide actionable insights.

  • Monitor Service Level, AHT, Shrinkage, Adherence, Occupancy, Attrition, HC/FTE, and Staffing to Required.

  • Develop staffing plans, hiring requirements, ramp plans, and gap/surplus analyses.

  • Create and analyze reports and dashboards using Advanced Excel and Power BI.

  • Partner with Operations, Recruiting, and Training teams to align workforce requirements.

  • Lead, coach, and support the WFM team to achieve operational objectives.

Job requirements

  • Minimum 2 years of experience as a Workforce Management Supervisor in a BPO / Contact Center environment.

  • Strong experience in forecasting, capacity planning, scheduling, and staffing.

  • Advanced Excel skills, including formulas, Pivot Tables, and Power Query.

  • Experience with Power BI and data visualization.

  • Strong knowledge of BPO WFM metrics and workforce planning.

  • Strong analytical, problem-solving, leadership, and communication skills.

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