Workforce Management Supervisor | Remote/Work from Anywhere

ABOUT UA/UNIFORM ADVANTAGE BRANDS

For over 35 years, UA Brands has been synonymous with fashion-forward specialty apparel for the medical and culinary professions. We are proud to support our valued customers - true heroes giving back with every shift. Our culture includes a long history of philanthropy and community support. Our strong values and unique culture are built on collaborating not merely as coworkers, but as family and friends. From the beginning, we provide candidates an authentic look into how UA Brands embraces their skills and perspectives, all in ways that continue to set us apart.

As part of our expansion plans as a growing, global organization, UA Brands started its captive center in Pune, India in September 2017 to add IT & ITES support and talent to our corporate teams.

WHAT YOU'LL DO

Responsibilities:

• Analyzes past trends and Master Marketing Forecasts to generate forecasts for Contact Center volume and implement staffing plans that account for off-queue tasks, and handle time patterns to ensure proper staffing levels across all call center locations. Highlights trends and potential causes of unexpected variance.
• Leads WFM and configures WFM systems and structure to support Real Time Analysis, scheduling, time off requests, reporting, routing skills, queues, IVR set up.
• Manages WFM staff to provide Real Time Management (RTM) assistance to center Supervisors and Manager while reacting to fluctuations in contact volumes, making data-driven adjustments, and realigning resources in real-time to optimize coverage and maintain SLA compliance. 
• Participates w/n business continuity and recovery plans by coordinating with the Contact Center Operations team and key participants across all sites to ensure all contacts are handled to the maximum extent with limited resources, such as when systems accessibility and significant agent staffing challenges occur.
• Partners with WFM staff to generate accurate and timely reports for weekly leadership meetings, payroll, monthly one on ones and yearly performance reviews.
• Manages attendance processes, Holiday staffing, time off requests and overtime approvals.
• Partner with Contact Center leaders to create and manage employee schedules to ensure adequate coverage and efficient use of resources based on forecasted call volumes.
• Collaborates with Director of Global Customer Support, Business Analyst and Project Managers to define and implement PowerBI and Genesys Dashboards/Tools for enhanced support capabilities.
• Performs additional tasks as required or assigned.

WHAT YOU'LL BRING

• Contact Center work experience and solid workforce management experience in an inbound and outbound center environment.
• Prefer experience in a multi-channel business to consumer retail contact center with responsibilities for all current forms of customer contacts, including phone, chat, email, survey response and social media interaction
• Experience using workforce management software, telecommunication or other call center systems in an inbound contact center setting.
• Ability to work in a changing, agile culture.
• Knowledge of contact center metrics, agent behavioral trends (shrinkage), and other factors that affect queue and adherence reporting.
• Specific experience working with Contact Center scheduling and forecasting tools required. 
• Experience with either Genesys and/or Power BI strongly preferred.
• Excellent communication, verbal and written; as well as, interpersonal skills with the ability to effectively listen and communicate valuable recommendations and complex information in a clear and concise manner.
• Strong critical thinking and analytical skills. (Can easily spot trends)
• Contact Center workforce management, including forecasting and scheduling solutions like Genesys, or a similar platforms.
• Ability to maintain confidential information.
• Ability to prioritize multiple assignments and meet all deadlines with minimal supervision.
• Advanced Microsoft Excel: Formulas, filters, pivot tables, imports/exports data from multiple sources.
• Understanding of contact center operations with multiple sites, time zones, queues and skills.

WHERE YOU'LL WORK

REMOTE Work from Home

Have workplace flexibility - you'll work exclusively from the comfort of your home with no commute! Remote employees are expected to be online and available during the core business hours for their team. Company computer equipment and monthly internet allowance provided for business use.

PLENTY OF BENEFITS TOO

UA BRANDS INTERNATIONAL (P) Ltd is a Great Place To Work® Certified Organization which offers a full range of benefits that address both your health and financial needs.

• Company-sponsored medical insurance for employees and family members
• Company-sponsored Life insurance for employee
• Company-sponsored Group Personal Accidental insurance for employee
• Company-sponsored Gratuity Benefit
• Continuous remote work
• Hardship Allowance: Paid over and above the employees monthly salary
• Extended Hardship Allowance: Paid over and above the employees monthly salary
• Paid Vacation / Earned Leave
• Maternity Leave, Compensatory Off Leave, Bereavement Leave, and Paternity Leave as per the applicable norms.
• Holiday Pay
• Referral Program - Get paid to work with Friends
• Regular Recognition, Social Activities, Monthly Events, and Birthday Celebrations Mandatory Fun

UA IS AN EQUAL OPPORTUNITY EMPLOYER

As an employee of any UA Brands division, you will be part of an established and dynamic organization. We believe that success starts from within, and we are seeking individuals who thrive in an environment that encourages and supports self-management. To provide equal employment and advancement opportunities to all individuals, employment decisions at UA Brands will be based on merit, qualifications, and abilities. UA Brands does not discriminate in employment opportunities or practices based on race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. UA Brands will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in an undue hardship. #LI-Remote

We are a Drug-Free Workplace.