Workforce Supervisor

Location: Remote

Employment Type: Full Time

Reporting to: Workforce Director

ABOUT US

At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.

We're the largest minority-owned CX provider, delivering digital-first, people-centered experiences for some of the world's most respected brands. For over 25 years, we've been helping businesses solve their toughest customer experience challenges—and we do it better than anyone else.

As a Top Place to Work, we're serious about creating an environment where people show up as their genuine selves. Which means when you succeed, we all do.

HERE’S WHAT THE JOB REALLY LOOKS LIKE

Responsible for managing the Planning team inside the BPOs and give guidance to them. Work closely with (both WFM and SD teams) to validate capacity plan, review trends and arrival pattern behaviors, understand upcoming launches and impacts in volume, provide updates about absenteeism, turnover, HC management, etc. in the weekly staffing meetings and/or other forums where those information’s are relevant.

HOW YOU’LL MAKE AN IMPACT

• Lead and manage the team.
• Be the POC of the team in the MBRs and weekly meetings between the vendor and the client.
• Make sure the team is keeping NICE and PIMS systems updated and report any issues/bugs.

WHAT YOU’LL ACTUALLY DO

• Support the team on trend analysis and work very close to (WFM and SD) to understand the root causes of volume behavior change.
• Follow the client guidelines in regard to multi skilling and synergies among the operations to support the incoming volume and SLA targets.
• Help the team build and track the action plans discussed in the weekly staffing meetings or MBRs and provide updates on the action plan results to the main stakeholders.