job description
Join IntouchCX as a Workforce Supervisor and lead a dynamic team of Workforce Analysts and Specialists in delivering exceptional customer service operations. In this pivotal role, you will oversee workforce planning, scheduling, and real-time management to ensure optimal staffing levels, operational efficiency, and service excellence. Based in the vibrant regions of Bali, you’ll collaborate with cross-functional teams to align workforce strategies with business goals, driving productivity and customer satisfaction.
This is a unique opportunity for a results-driven leader to thrive in a fast-paced, customer-centric environment. If you have a passion for workforce optimization, team development, and operational excellence, we want to hear from you!
Responsibility
- Lead, mentor, and supervise a team of Workforce Analysts and Specialists to achieve performance targets and KPIs.
- Develop and implement workforce management strategies, including forecasting, scheduling, and real-time adherence monitoring.
- Collaborate with operations and HR teams to align staffing levels with business demands and service level agreements (SLAs).
- Analyze workforce data and trends to identify opportunities for efficiency improvements and cost optimization.
- Ensure compliance with company policies, labor laws, and industry standards in workforce planning.
- Conduct regular performance reviews and provide coaching to enhance team productivity and engagement.
- Manage workforce tools and technologies (e.g., WFM software) to streamline processes and reporting.
- Resolve escalated workforce-related issues and provide actionable solutions to stakeholders.
Qualifications
- Bachelor’s degree in Business Administration, Human Resources, or a related field (or equivalent work experience).
- Minimum of 3-5 years of experience in workforce management, preferably in a call center or customer service environment.
- Proven leadership skills with experience managing and developing high-performing teams.
- Strong analytical and problem-solving abilities, with proficiency in workforce management software (e.g., Aspect, NICE, or Verint).
- Excellent communication and interpersonal skills to collaborate with cross-functional teams.
- In-depth knowledge of call center metrics, forecasting, and scheduling best practices.
- Ability to work in a fast-paced environment, adapt to changing priorities, and meet tight deadlines.
- Fluency in English; additional languages are a plus.