Realtime Supervisor

Manpower is looking to recruit Real-Time Supervisor on a full-time basis to join the Workforce Management team.

Reporting to the Workforce Manager, the Real-Time Supervisor will be in charge of handling WFM plans, notifications, implementations, monitoring and controlling the weekly/daily work schedules and assignments including shift, OT and Holiday duty charts to ensure optimum utilisation of the Operations teams.

Responsibilities.

Responsible for Headcount sizing creation and analyzing the staffing requirements with different sizing methodologies.
Continuously analyzes required staff amount per respective section for all projects compared to client requirements and highlights and reviews with superiors the significant workforce availability, deployment, and utilization matters.
Responsible for workload capacity creation and analyzing all workload parameters to accurately assess the maximum capacity for achieving the highest staff efficiency.
Analyzing and sizing the headcount requirement based on the 90-day forecast that we receive from the client and aligned with the agreed service level.
Assessing the currently available headcount and requesting new batches from HR in accordance with agreed service leave with the HR team and considering training capacity as part of the hiring plan.
Govern the performance of the operation team compared to the headcount plan assumption, with supported recommendations for correction.
Analyze the forecasted workload in weekly intervals to correct upcoming trends and assess the previous forecast accuracy.
Generate scenarios of forecasts and model the schedules to select the best fit patterns.
To design scheduling processes and facilitate concurrence on final procedures.
Establish and document the forecast and scheduling process.
Monitoring the implementation of the agreed shrinkage percentage and applying the required shrinkage according to the availability of the service level.
Highlights and reviews with superiors the significant resource availability, deployment, and utilization matters; follow up in order to resolve issues
Implements, monitors, and controls work schedules and assignments in order to ensure optimum utilization of staff and to take care of planned and contingent peak loads of incoming calls.
Maintains workforce management database to ensure accurate, reliable, and updated information on staff levels in the different projects.

Requirements.

A minimum of 2 years experience in the workforce, data management, and call centre operations is ideal
Understand basic concepts of routing and traffic management.
Knowledge of manual forecasting and scheduling is a must.
Proficiency in MS Excel, and MS Access is a must.
Demonstrate excellent organizational, people, communication, and presentation skills.
Flexible in rotational/shifting schedule