Alorica - Northgate

Workforce Supervisor

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Workforce Supervisor

  • Plaza C Cyberzone Northgate, Filinvest City, Alabang,1772 Muntinlupa City

  • 10 Openings

  • > 3 yr

  • 45k/Month

  • 45000/Month

  • Confidential

Job Pitch

The FORCE is stronger here! Join our awesome team and be a Workforce Supervisor at Alorica Alabang, Centris, or Clark! JOB REQUIREMENTS - High School Diploma required. Bachelor’s Degree or undergraduate, with relevant work experience preferred. - 2 years of related Workforce/Process Improvement experience required. - 3 years customer care and/or call center experience preferred. - Prior experience with EWFM, Aspect, and IEX preferred. - Must be willing to work onsite - Must be willing to work on night shift What are you waiting for? APPLY NOW! See you soon, future Aloricans!

Job Description

JOB RESPONSIBILITIES - Supervise workforce personnel on executing workforce strategies with precision. - Ensure workforce team will maintain and update local databases on a timely basis to foster accurate reporting data. - Supervise performance management effort at site level with focus on continuous improvement of AHT, ACW, schedule adherence, hold-time, talk-time, and lost hours. - Make strategic recommendations to leadership team regarding process improvement opportunities. - Act as liaison between operations and support teams to provide real time feedback to ensure all needs are effectively communicated with leadership team. - Facilitate communication between local site workforce team and operations team to execute requests accurately and to maintain open communication between two groups. - Supervise workforce team to assist with staffing adjustments based on re-forecasted requirements - Communicate with all levels of site operations personnel regarding impact of call volume, staffing, or productivity. - Supervise direct reports’ performance and coach/mentor new hires. - Provide feedback regarding disciplinary or hiring decisions. - Supervise deployment of policy and process enhancements to provide increased productivity, higher customer/employee satisfaction and reduced costs. - Supervise short-term and long-term workforce workload and other related projects. - Work independently under minimal supervision.

Skill Required

  • Creative Thinker
  • Problem Solving Skills
  • Analytical Skills
  • Calm Under Pressure
  • Open to Flexible Schedules
  • Attention to Detail
  • Empathetic to Customers
  • Positive Attitude
  • Strong Communication Skills

Qualification Required

  • College Graduate
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Medical Benefits
  • Free HMO for Dependents
  • Critical illness Benefits
  • Life Insurance

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