Job Overview
- Experience Level
- +2 years
- Employment Type
- Full-time
- Workplace Type
- Not specified
- Location
- Not specified
- Job function
- Customer Service
- Application Deadline
- 14 March 2026
About the Role
- Supervise daily workforce operations, including scheduling and real-time management
- Monitor KPIs such as service level, adherence, shrinkage, and occupancy
- Lead and support workforce analysts or specialists, providing coaching and guidance
- Review forecasts and staffing plans to ensure alignment with business demand
- Coordinate with operations and team leaders to manage staffing gaps and escalations
- Prepare performance reports and recommend optimization actions
- Ensure compliance with policies, processes, and workforce strategies
Requirements
- Experience in Bpo for 2 years
Skills
Customer Service