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Workforce Supervisor

Salary undisclosed

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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