Workforce Supervisor (English)

Where: Manila (Philippines)

Extent of Work: Full Time

Click here to apply in English

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Job Description

  • Ensure adequate and the appropriate level of CS and Risk support capacity for assigned shifts, teams and initiatives on an ongoing basis.
  • Contribute to the development of and then execute operational initiatives and projects to ensure optimal staffing to help achieve Service Levels.
  • Identify and contribute to the creation of new metrics, KPIs, reporting and monitoring to drive operational excellence.
  • Actively nurture appropriate communication and feedback loops inside the team and throughout the company to leverage insights and learning to their fullest potential.
  • Define, retrieve, and analyze large datasets using Excel, and other technologies to drive and define operational solutions and approaches
  • Analyze current and historical work volumes and patterns, handle time, productivity trends/patterns and all future volume/work requirements to develop budget and volume/work forecasts
  • Analyze workforce shrinkage, make recommendations regarding reduction and provides shrinkage targets and vacation allowances when required
  • Manage a multiple channel or queue for multiple lines of business.
  • Analyze intraday statistics, workforce performance, service levels and scheduling statistics to recommend courses of action in balancing service levels to business and agent/staff requirements
  • Develop and maintain methods and procedures; actively identify business process excellence improvement opportunities, contributing to overall design and execution
  • Maintain a detailed record of activities, actions and impacts; and prepare departmental reports for daily, weekly, monthly and yearly period
  • Work and communicate effectively with Remitly’s internal teams such as Marketing, Compliance, Fraud Product, Finance, Data Analytics, Engineering and Operations – as well as external teams such as a BPO

 

Qualifications: 

  • Ability to drive high performance work teams
  • Experience and understanding of staffing, queues, and performance measurements
  • Proficiency with Excel
  • Adept at managing multiple priorities and tasks in a fast-paced environment
  • Strong written and verbal communication skills with the ability to drive and effectively communicate change
  • Good reasoning abilities and sound judgment. Tactful, flexible and people oriented.
  • Communication and interpersonal skills
  • Ability to work in a team environment
  • Ability to act and drive a sense of urgency to ensure both internal and external customers are served in a timely manner.
  • Ability to motivate and lead through tactical leadership built from strategic vision.
  • Strong ability to analyze contact trends and take appropriate action
  • Must be available to work any shift any day

 

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