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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