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Workforce Supervisor

Salary undisclosed

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Company Description

VXI Global Solutions is a leader in customer service, customer experience, and digital solutions with 40,000 employees in over 42 locations worldwide. The company provides omni-channel and multilingual support, software development, quality assurance, CX acceleration, and automation & process excellence to renowned brands. VXI is known for its rapid growth and is backed by private equity investor Bain Capital, demonstrating a strong performance record.

Role Description

The Workforce Supervisor will be responsible for overseeing daily workforce operations, scheduling, forecasting, and managing the performance of the workforce team. Additionally, they will analyze data to optimize workforce efficiency and ensure service level goals are met.

Duties and Responsibilities:

  • Ensure Call Center Operations (CCO) support is maintained within service level agreements for all Accounts.
  • Create reports to meet requirement of Operations/ Management / other departments.
  • Determine long-term headcount & staffing requirements
  • Participate in strategic business planning
  • Leads and supervises the team in meeting the overall HR performance by controlling and complying to company established standards and local laws.

Education and Experience:

  • Graduate in any field
  • 2-6 yrs of supervisory experience in workforce
  • Knowledge of Workforce Management Software, CMS, IEX / Blue pumpkin / Aspect.
  • Thorough knowledge of Ms Office