WFM Supervisor

The role offers a remote work setup. However, all Manila team members are still expected to be flexible reporting onsite based on business needs.

Note that the position title has been updated into a WFM Supervisor.

Since 1998, we've been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries. 

We are always there to lend a hand to video games developers and publishers by offering a wide range of solutions: from art and audio to testing, localization and finally - Player Engagement - which is one of the fastest-growing Service Lines at Keywords Studios.  Player Engagement provides technical support, community management, and trust & safety services for a wide range of AAA and Indie studios in the gaming industry. 

Join us in our mission to build engaging player communities and offer outstanding experiences! 🎮🔥

Role overview

The WFM Supervisor is responsible in providing support, direction and motivation to the workforce analysts. Ensuring internal policies and procedures are followed, support operations and provide high level WFM reports. The Workforce Supervisor will ensure service level performance and KPIs are met and provide insights to management on the most efficient and cost-effective strategies.

• Team management of workforce professionals. Provide coaching, training and development for innovation and solution.
• Follow the vision, direction, and culture of the company by managing individuals and team’s performance, expectation and goal.
• Participate in internal meetings, client calls and any scheduling and forecasting reviews.
• Monitor team’s productivity, effectiveness and quality of work.
• Provide effective presentation to visualize a business case using efficient data visualization.
• Manage the client expectations and represent WFM along with the team.
• Create long-term and short-term staffing plans reflecting the forecast volume, agreed shrinkages and staffing requirements that meet the defined service level agreement.
• Proactively provides recommendations, key insights, and solutions to resolve any staffing and volume concerns.
• Create/Plot schedules based on forecasted interval capacity requirements, revenue goals, and operating and budget parameters.
• Communicate schedules, schedule changes and schedule adherence regularly or as needed.
• Maintain high level of professionalism and act as role model.

You'd be a great fit for this role if you have:

• At least 3-5 years of Workforce Management experience focusing on Forecasting, Capacity Planning and Scheduling in a Contact Center/BPO operations in lieu of a degree. 
• Scheduling in a Contact Center/BPO operations in lieu of a degree.
• Experience working with scheduling, forecasting and workforce management software.
• Advance experience with Excel and/or Google Sheet.
• Excellent technical expertise and problem solving skills
• Knowledge of staff planning, workload distribution and forecasting trend analysis.
• Strong verbal, written and visual communications skills. 
• Flexibility with work schedule and the ability to work autonomously. 
• Attention to details and time management skills
• Ability to create agent schedules and capacity plans manually
• Experienced with building WFM reports and processes from the ground up

What do we offer?

Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees.

Benefits for each region:

• Non-taxable Allowances
• Paid Time Offs
• HMO and Life Insurance
• Annual Wellness Subsidy

Phases of our recruitment journey:

• You send us your application with your updated resume.
• After reviewing your candidacy, we’ll invite you for the online Interview via MS Teams with one of our Talent Acquisition Specialists. It’s a perfect chance to exchange questions and get to know each other better. For some projects there might be a second interview with one of our Hiring Managers.
• After the hiring manager interview, candidates are expected to take a WFM exam.
• At the end of our journey - hopefully you will receive an offer and become our new Keywordian!

Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply.

That would be it from us - now we are waiting for your move!

#imaginemore

Role Information: EN

Studio: KWM

Location: Asia Pacific, Philippines, Pasig

Area of Work: Player Engagement

Service: Engage

Employment Type: Full-time

Working Pattern: Hybrid, Remote