Clark | Workforce Supervisor

We are a global leader in Content Services, Trust & Safety, and CX. We design, build and deliver end-to-end CX for many of the world's most respected digital-born and vertical leading brands. We are a company with a culture of entrepreneurship, where we are relentless, resourceful, resilient and agile, all pulling together as One Team.

Requirements

• 7-9 years call center experience
• Minimum 2-4 years managing Workforce Operations in a call center environment
• College Diploma or Bachelor's degree in Business, Finance, Management, Mathematics, Statistics, Computer Science or a related field
• Strong technical, project management, implementation and process improvement skills
• General business acumen, including reporting and analysis, presentation skills, and organizational abilities
• Able to travel as needed
• Knowledge of WFM tools like Aspect eWFM, Blue Pumpkin, Verint etc. preferred
• Knowledge of SQL, Database and Power BI or any another online reporting tools and framework is must.
• Working knowledge with proficiency in RTM, Scheduling, Capacity Planning and forecasting with the experience of leading a team of WFM resources
• Should have hands on experience of being able to generate Schedules/forecast/capacity for Process sizes ranging from 100-1000 FTEs and manage Scheduling for 300-500 FTEs
• High level proficiency in Excel based forecasting, scheduling, capacity planning and RTA insights (using Erlang or other models)

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Visa Sponsorship
• Four Day Work Week
• Generous Parental Leave
• Tuition Reimbursement
• Relocation Assistance