Workforce Management Supervisor Lisboa

Workforce Management Supervisor
Lisboa
Lisboa, Lisboa, Portugal

Are you a leader that can motivate others toward a common goal?

As a Workforce Management (WFM) Supervisor, you are part of the Operations team, the center of our business. Within the role, you will get the chance to implement possessed experience and expertise by leading a global team of Planners and Real Time Analysts. Here you will be a mentor – providing training, coaching, and ensuring the development of the team.

With over 3000 employees across 7 sites, Conectys is one of the fastest growing BPOs on the market, offering multilingual outsourcing services to customers in the Gaming and Entertainment, Consumer Electronics, Healthcare industries and many more. Here at Conectys we work together to support each other in a common interest, making our customers’ success our own success.

Within your role, you will:

Lead the Workforce team responsible for
- term and
- term workload forecasting, scheduling, resource planning, and
- time resource management & proactively work to meet daily metrics by staying in constant communication with care center teams;

Ensure delivery of Operations key metrics, staffing budgets, training requirements and performance metrics for the WFM team through optimization of Operations resources, identify and implement Operations process improvements;

Increase efficiency by recommending scheduling solutions that support the needs of a
- skilled customer contact center;

Ensure that the team members are aligned to the processes and updates;

Research and identify potential vendor solutions that will help the business reduce contacts, reduce expenses and improve efficiency while improving customer satisfaction;

Act as Workforce Management liaison with internal and external sites

What will make you successful for the role:

C1 level of English (both written & spoken);

4 years of WFM experience, in scheduling, forecasting;

Min. 1 year of people management experience;

University Graduate;

Hands-on experience in forecasting labor requirements and creating and managing staff schedules;

Strong leadership, communication, and negotiation skills;

Proficiency with Microsoft Office applications, especially in Excel;

Ability to adjust to Complex Work Situations.

Sounds good? Find out what you can get:

Innovative Culture: Be part of a
- thinking team at Conectys where creativity, collaboration, and new ideas are celebrated.

Global Impact: Play a critical role in shaping the future of global outsourcing and customer experience management.

Career Growth: Enjoy significant opportunities for professional development and career advancement within a rapidly growing global organization.

Competitive Benefits: Attractive compensation packages, comprehensive health benefits, and flexible work arrangements designed to support a balanced lifestyle.

We take pride in our approach to diversity, as we believe it adds value to every organization and enriches each of our lives. We are committed to the fair treatment of our staff, regardless of race, gender, religion, sexual orientation, responsibility for dependents, age, physical/mental disability, or background.