BPO Workforce Supervisor

Resource Supervisor

Position Purpose:

The Resource Supervisor is responsible in the supervision and monitoring of RMG Analysts through coaching and feedback.

He/She will be directly reporting to the Resource Manager.

Essential Functions and Responsibilities:

Monitor project performance and communicate with internal and external partners.

Provide guidance to the workforce team about appropriate actions to improve or maintain project performance levels.

Participate in the daily activities of the business from a leadership and decision making stand point. Attends internal and external partner meeting that concerns both workforce and reporting.

Monitor team communications for usefulness, timeliness and accuracy.

Performs tasks as per client or management directive (adhoc reports and analysis, call observation)

Provide coaching, feedback and developmental plans to Resource Analysts assigned and including the following:

Timekeeping management
Team Attendance management
Regular Coaching sessions with analysts

Minimum Requirements:

External:
1. Ability to communicate and work effectively in a team environment with excellent verbal and written communication skills
2. 1-2 years of supervisory experience under the same role
3. Strong organizational skills and the ability to prioritize effectively
4. Exceptional interpersonal skills (negotiation, team-building, positive thinking, can-do attitude)

Internal:
1. At least 95% attendance (not including planned leave) for the past 3 months.
2. Should have at least "Meeting Expectations" performance for the last 3 months
3. No records of executive escalations and disciplinary actions in the last 3 months