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.

Key responsibilities

• 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.

Requirements

What are we looking for? You'd be a great fit for this role if you have:

• At least 3-5 years of Workforce Management Supervisory experience focusing on Forecasting, Capacity Planning and 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, PowerPoint 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 communication 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

Benefits

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.

• We propose an employment contract.
• We want you to work comfortably - so we offer remote work with necessary equipment and the possibility of visiting our brand-new office at the Global Office Park in Katowice! (PS. Did we mention we even have a slide…?)
• We want you to stay healthy and happy - so we offer the attractive benefits package including: private medical care option, MyBenefit system, Multisport card, a subsidy for glasses and the Employee Assistance Program with personal, legal and financial counselling services.
• We want you to grow with us - so we offer professional development opportunities e.g. online learning platform, training sessions and open vacancies exclusively for internal candidates.
• We want you to make an impact - so we have the Employee referral program - you can invite your friend to become a fellow Keywordian and get the prize!
• We want you to have fun - so we organize company parties with delicious food and lots of attractions at Global Office Park - last year we organized i.a. End-Of-Year Party, Halloween and Open Day for our friends & family. This year we also hosted KeywordsCon - our very first video game convention! We prepare plenty of activities, competitions and even gaming tournaments for employees with awards + occasional company gifts as well!
• We want you to be a part of our community - so we offer the unique chance to take a look behind the scenes of the gaming industry and the opportunity to gain valuable experience by collaborating with people from all over the world!

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 or Hiring Manager. It’s a perfect chance to exchange questions and get to know each other better. There might be also a second stage interview.
• 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

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Role Information: EN

Studio: Keywords Studios

Location: Europe, Poland

Area of Work: Player Engagement

Service: Engage

Employment Type: Permanent

Working Pattern: Full Time, Remote