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Are you an experienced team leader looking to join a dynamic, fast-paced call center environment? As a Workforce Supervisor at ALORICA TELESERVICES, INC., you will play a key role in overseeing and optimizing the performance of our talented customer service team in Makati City, Metro Manila. This is a full-time role with the flexibility to work from home.
What you'll be doing
- Develop and implement workforce management strategies to ensure efficient scheduling and staffing
- Monitor team performance and provide coaching and feedback to drive continuous improvement
- Liaise with other departments to align staffing and service level objectives
- Identify training needs and collaborate with the training team to upskill the workforce
- Analyze real-time data and historical trends to make informed decisions about staffing and operations
- Foster a positive, collaborative team environment and lead by example
What we're looking for
- 2-3 years of experience in a call center or customer service supervisory role
- Proven track record of successfully managing and motivating teams
- Excellent communication, interpersonal, and problem-solving skills
- Proficient in data analysis and workforce management tools
- Strong understanding of contact center operations and key performance metrics
- Ability to work independently and as part of a cross-functional team
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