WFM RTA Supervisor

Pasig City, Metro Manila
Permanent
Full-time

1 month ago
Apply easily

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! 🎮🔥The WFM RTA Supervisor will be responsible for managing and overseeing the Real Time Analyst (RTA) team and optimize workforce performance in real time.Responsibilities:

Monitor real time agent performance, adherence and productivity
Continuously assess and refine real-time management process
Adjust schedules, breaks, and shift swaps based on real time requirements
Generate Real-time and historical reports on program performance
Analyze trends and suggest proactive WFM solutions
Ensure agents adhere to assigned shifts, breaks, and all offline activities
Handle emergency situations such as system outages, spike in volume, unplanned shrinkages or staffing shortages
Escalate critical workforce issues to management and suggest corrective actions
Act as bridge between WFM, operations and other support department
Implement strategies to minimize idle time and maximize productivity
Track volumes, queue and service levels to ensure day to day efficiency
Identify and resolve outliers from plotted schedules and plan
Coordinate with team lead to manage unplanned staffing issues
Maintain compliance with labor laws and company policies regarding work hours and schedules
Work with WFM teams to improve scheduling accuracy.

Requirements

At least 3 years of Workforce Management or Real-Time monitoring in a contact center or similar environment.
1-2 years of supervisory experience
Knowledgeable on managing real-time adherence, intraday adjustments and service level performance
Strong understanding of contact center metrics (e.g., SLA, occupancy, adherence, shrinkage, forecasting, capacity plans)
Familiar with reporting dashboards, real-time monitoring tools and WFM systems
Experience handling crisis management and rapid response to real-time challenges
Advance experience with Excel and/or Google Sheet.
Advance experience with PowerPoint.
Excellent Technical Expertise and Problem-Solving Skill.
Excellent communication and coordination skills to work with operations, and other support departments up to senior leadership.
Flexibility with work schedule
Ability to work autonomously.
Detail oriented and excellent time management skill

BenefitsWhat 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:

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

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!#imaginemoreBy providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at .Role Information: ENStudio: Keywords StudiosLocation: Asia Pacific, PhilippinesArea of Work: Player EngagementService: EngageEmployment Type: PermanentWorking Pattern: Hybrid

Keywords Studios