Real-Time Supervisor

Now hiring a Real-Time Supervisor to join our team in Montego Bay

Position Purpose 

Supervises the Real Time team & ensures efficient, effective, consistent, & analytical approaches are followed during the planning & execution stages of the daily/weekly/monthly call center operational plans to achieve optimal client performance & company profitability. Coordinates studies & implements new processes / procedures. Oversees the activities of team members focusing in delivering service & support to Clients. Responds to complex, escalated enquiries; & checks the work of others to ensure projects are conducted effectively & recommendations & reports are accurate & timely. Prioritizes & assigns tasks to ensure that the team's resources are used effectively & that work schedules & targets are met.

Essential Functions 

35% - Oversees efficient working of Real Time personnel & maintain knowledge on all job functions & administer all business requirements to ensure achievement of all business objectives. 
* Organizes & conducts all staff meetings for project reviews & supervises their team, analyzes all customer requirements & develops solutions for same 
* Implements all strategies & supervises efficient working of all staff & prepare orientation / onboarding programs for all new employees & ensures compliance to all deadlines 
* Oversees efficient working of their team & maintains knowledge on all job functions & administers all business requirements & ensures achievement of all business objectives 

20% - Prepares & coordinates contact center operational plans & works with call center partners to develop optimization strategies & loss mitigation. Leads team to evaluate rolling 3 days at a minimum up to 14 days in the future to understand weekly trends and appropriate actions to address risks 

10% - Ensures business continuity & monitors KPIs for their assigned programs. Provide continuous support & serves as back up for workforce management leadership as required 

10% - Leads real time team in monitoring, scheduling adjustments & attendance line management. Duties in this role include internal & external (client) communication of current status, changes &/or action plans for restoration. Acts as liaison between all partner groups, facilitating coordination of response 
* Coordinate with various departments to design all management reports, projects & administer everyday activities & ensure compliance to all deadlines 

10% - Conducts regular audits to ensure quality of data from the phone switch & data in workforce management systems to prepare call center operational plans around forecasting & scheduling 

10% - Collaborates with department personnel & designs innovative solutions for issues 
* Partners with operations, training, quality, recruiting, HR, IT & facilities to coordinate staff movement 

5% - May perform other related duties & responsibilities as assigned &/or required

Job Qualifications 
Skills, Knowledge & Abilities:

o Ability to read, analyze & interpret data as well as excellent written & verbal communication skills with the ability to effectively communicate & interact with all levels of personnel within the organization, including presenting information & responding to questions from GWFM internal & external customers 
o Ability to identify & properly handle complex issues requiring a high level of expertise in making recommendations & decisions 
o Skill in establishing & maintaining effective working relationships 
o Advanced working knowledge of Microsoft Excel, Word, PowerPoint & other programs as required 
o Advanced working knowledge of mathematical fundamentals: fractions, percentages, ratios & practical situations 
o Advanced analytical & problem-solving skills 
o Able to work independently with efficient time management skills 
o Strong working knowledge of scheduling software packages such as eWFM, IEX, Verint, etc.… is a required 
o Strong working knowledge of switch technologies such as Avaya, Meridian, Aspect, Rockwell, etc….is a required 
o Ability to adapt to changing priorities, meet deadlines & work well under pressure 
o Ability to be able to transfer learned knowledge to others within the team, to OPS, to our Client, to Agents, etc. … 
o Ability to exercise initiative & judgment as well as make decisions within the scope of assigned authority

Education Or Formal Training:

Associate degree or Bachelor’s Degree from a certified College or University is strongly recommended

Experience:

Thirty (30) months minimum experience is required within a Real Time role or equivalent WFM role

This is an entry level Supervisory role, previous Supervisory experience is a plus

Material & Equipment Directly Used:

Requires use of standard office equipment & PC, mouse, & various peripherals

Working Environment/Physical Activities:

Work is generally performed in an office environment. The noise level in the work environment is usually moderate. Travel may be required, yet limited. While performing the duties of this job, the employee is regularly required to stand, walk, sit, use hands to finger, handle or feel objects, tools, or controls; & talk & hear. The employee is occasionally required to reach with hands & arms & stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include close vision, depth perception, & the ability to adjust focus.