Workforce Management 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.

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.

What do we offer?

At Keywords Studios, we are dedicated to upholding our long-standing Equal Opportunities Policy, ensuring a workplace that offers equal opportunities to all our employees and prospective team members.

• Paid Time Off that Grows with You: Kickstart your journey with us with 21 days of paid time off per year, in line with industry standards. As a testament to your dedication and long-term commitment, you'll earn an extra day of paid time off for every two years you spend with us, allowing you to enjoy up to 26 days of paid time off per year. Leadership roles enjoy additional vacation days, starting with 25 days annually and gaining an extra day for every two years, reaching a maximum of 28 days per year to ensure a healthy work environment.
• Supporting You in Life's Key Moments: We understand the importance of life's significant events. That's why we offer days off for special personal occasions, including marriage, childbirth, compassionate leave, and time off to pursue professionally relevant certifications.
• Full Remote Work Option: In line with our commitment to providing a flexible and supportive work environment, we offer the option of full remote work. You can choose to work from the comfort of your home while enjoying all the benefits of being part of the Keywords Studios team.
• Monthly Allowance of 750 RON, Growing with Loyalty: You'll receive a flexible benefits monthly allowance of 750 RON, which can be personalized to suit your needs using the Benefits online platform. As a token of our appreciation for your loyalty, on your two-year work anniversary with us, your monthly allowance will increase to 900 RON. This allowance can be used for a wide range of benefits, such as medical and dental services for you and your family members, access to sports clubs, meal tickets, private pension contributions, personal development courses (e.g., IT, accounting, finance, HR, foreign languages, and driving courses), exploring Romania's tourism, public transportation subscriptions, special gifts, utility or phone/Internet bills, and access to cultural events.
• Unlock Your Potential with Learning & Development: We believe in empowering our team members to reach their true potential. That's why we provide access to comprehensive training and digital resources tailored to your area of expertise through our Learning & Development programs.

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, Romania

Area of Work: Player Engagement

Service: Engage

Employment Type: Permanent

Working Pattern: Full Time, Remote