Workforce Supervisor W/ 24K Signing Bonus - Asturias, España - Transcosmos

Descripción

Supervisors/Team Leaders (Call Centre & Customer Service)

• Forecasting, Scheduling and Real Time Analysis of productivity to ensure that goals are met or exceeded
• Understand and plan all aspects of staffing and capacity management for all sites directly responsible
• Organize and create methods of communication, policies, and procedures that work in collaboration with Operations, Training and Quality, Information Technology, and Human Resources at all levels
• Provide clear and concise reporting of team, skill, and center statistics such as service level, occupancy, interval adherence, and absenteeism at determined frequencies
• Make recommendations to implement improved processes
• Responsible for respective department's overall performance and for motivating team to exceed department goals and objectives
• Knowledge, understanding, and compliance with TCAP policies and procedures
• Accountable for all decisions, actions, and directives made to his/her team
• Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy up to and including termination
• Follow up in a timely manner to ensure customer satisfaction
• Provide feedback to management concerning possible problems or areas of improvement
• Perform other duties as assigned by management

Role Profile:

• Graduate of any related 4 year course (HR, Psych, or Business Courses)
• Has background in Inbound, Outbound, and Non-Voice Services (knowledge on all lines of businesses is a plus)
• Preferably with at least 2-3 years experience in Workforce Management
• Minimum of 5 years' experience managing Workforce Operations in a Customer Care and/or BPO operation, with client and senior management interaction
• One year prior experience working with workforce management technologies ideally TCS, IEX or Blue Pumpkin
• One year prior experience with Avaya or other ACD phone system required
• Strong analytical skills and ability to apply those real-time
• Excellent problem solving and decision-making skills
• Excellent oral and written communication skills at all levels of the organization
• Proficiency in Microsoft Office applications including Excel, PowerPoint and Word
• Exceptional motivational, interpersonal and customer service skills; Demonstrated leadership skills.
• Ability to speak in front of medium to large sized groups of people
• Dependability regarding completion of assignments and attendance
• Amenable to work onsite.

At Transcosmos, our mission is to leverage customer insights to always be client's most trusted partner.

As an Asian-originated company, our vision is to create a global society where everyone is equal and treated with respect.

Transcosmos emphasize customer-oriented approach by putting customers as our priority and value their feedback. Employee-oriented approach by working as an entity to achieve mutual organizational goals. As professionals, we work with pride, confidence and passion to fulfill responsibilities and accountabilities.

We support and encourage our people to grow in more than one dimension, to achieve all they can be both professionally and personally.

As such, we provide our talents with opportunities to embrace changes, promote equal career advancement and growth, thus get rewarded.

Connected Team - We are ONEWe prioritize mutual understanding, open communication and empowerment to lead things and get everyone connected in the same page.

This is manifested through sense of camaraderie, internal alignment, cooperation and collaboration across teams, territories and continents.

Intrinsic Values and CultureWe practice unique values and culture composition where local culture is prioritized and driven to immerse in global culture.

It encompasses all aspects inclusive of fostering professional relationship enriched with transparent communication and mutual beliefs on gender equality, demographics, diversity and inclusion.

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