Workforce Supervisor

A Reputable Company

Job Summary

Manages the workload file and reports tracker of all WFM groups and perform other Workforce Management related duties assigned by superiors.

  • Minimum Qualification: Degree
  • Experience Level: Entry level
  • Experience Length: 5 years

Job Description/Requirements

Responsibilities

  • Generate and track the raw data from the different CS reporting tools.
  • Update and disseminate the daily CS performance reports.
  • Create the report files and templates as requested by stakeholders.
  • Create and presents the monthly/quarterly Executive reports in PowerPoint format.
  • Organize raw data for system issues reported to Operations.
  • Responsible in reporting and monitoring transaction volume in interval, daily, monthly and yearly basis for all sites.
  • Liaise with the managers to collate the quality scores, customer feedbacks, volume drivers and player data.
  • Investigate, analyze and document the volume spikes, contact drivers, and other business requirement documents requested by the stakeholders.
  • Maintain and update the CS Master headcount file.
  • Audit and reports the status of active and inactive users in the WFM systems.
  • Monitor and reports the license usage of the WFM systems.
  • Act as a representative of the WFM team on meetings concerning reports, analysis, and user management.
  • Lead the team on projects involving reports and trend analysis.
  • Monitor and tracks the timely completion of the Business Analytics and User Management group’s recurring tasks.
  • Manage the workload file and reports tracker of all WFM groups.
  • Perform other Workforce Management related duties assigned by superiors.

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A Reputable Company
Accra & Tema Region
| Full Time |
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