Probe Group
WorkforceSupervisor
Neural analysis suggests this role is
optimal for Mid candidates.
“Workforce Supervisor at Probe Group. Skills: Demand forecasting, Workforce planning, Capacity planning, Reporting. Create long/short term demand forecast models. Calculate staffing requirements”
What You'll Achieve.
Meet business outcomes and targets; Improve staffing levels; Improve performance efficiency; Ensure accuracy of future forecasts; Improve performance; Meet contact center metrics
Industry & Context.
Data analysis; Scenario analysis; Identify opportunities
Amenable to shifting schedule, Willing to be assigned in Makati
What They're Looking For.
Must Have
3-5 year(s) Workforce Planning or Forecasting experience, Knowledge with end-to-end process: Forecasting, Capacity planning, Scheduling, Real time management and reporting, Familiar with Genesys, IEX, Aspect and Alvaria, Amenable to work on a shifting schedule, Willing to be assigned either in Makati
What You'll Do.
Create long/short term demand forecast models
Calculate staffing requirements
Maintain Workforce Management applications configuration
Generate ad-hoc data analyses
Generate scheduled reports
Provide insight into trends
Offer potential solutions
Construct contact center workforce capacity plans
Provide analysis and recommendations
Advise business segments leaders
Modify historical call/workload volume data
Develop contact center key driver metrics
Develop target processing times
Conduct scenario analyses
Research beyond specific assignment
Lead consultations with internal departments
Produce complex analytic solutions
Maintain accurate configuration of Workforce Management systems
Generate and distribute reporting of key performance indicators
Participate and present data during weekly meetings
Manage data flows from multiple sources
Audit integrity of input data
Support Workforce Management team members
Perform all other duties as assigned
How You'll Work.
Team & Collaboration
Work with WFO teams; Work with Operational teams; Consult with internal departments; Present data during meetings; Support team members
Communication Scope
Communicate staffing requirements; Advise leaders; Present data; Interpret results
Full Job Description
At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose. **Job purpose** Responsible for creating long/short term demand forecast models using advanced business knowledge of key contact volume drivers for both call and back office workload volumes for multiple business segments. Accurately calculates and communicates staffing requirements for multiple roles within all business segments. Maintains data integrity and configuration of all Workforce Management applications. Generates in-depth ad-hoc data analyses and scheduled reports to meet the specific needs of each business segment. Provides valuable insight into trends based on data findings and offers potential solutions to performance issues. **Duties and responsibilities** In this role, you will need to work closely with other roles within the WFO and Operational teams in order to effectively deliver on required outcomes and targets. ● Responsible for creating long/short term demand forecast models using advanced business knowledge of key contact volume drivers for both call and back office workload volumes for multiple business segments ● Construct and maintain contact center workforce capacity plans based on forecasted demand and projected staffing requirements for each role within multiple business segments ● Provide analysis and recommendations to improve staffing levels and performance efficiency while advising multiple business segments leaders of observed trends ● Modify and update historical call/workload volume data to ensure ac
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