WFM Team Lead (BGC Taguig) | Onsite

Pay not listed

Job Description

Summary/Description:

Liaison with onshore lead and participate in business/capacity planning workshop
Oversee management of workforce and related function
Coordinate peak and trough schedule management
Analyzes data and assesses trends. Develops actionable insights and recommendations in support of business objectives.

Key Qualifications:

Education and Other Requirements:

Minimum experience of 4 years with customer service and workforce in the BPO/BPM industry
Bachelors degree in any course
A minimum of 2 years in a leadership role. Must already have experience in a team leader role.
Willingness to work in rotational shifts

General Knowledge & Skills:

Demonstrates understanding of end to end real-time monitoring, forecasting, scheduling, and capacity planning
Technical functional knowledge – adept in adapting to changes in tools and processes – including ASPECT tool, IEX, Genesys, SAP and oracle.
Experience in managing teams
Able to coach, mentor, motivate and interact with people
Excellent verbal and written communications
Strong decision making and analytical ability
Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools

Job Responsibilities:

Ensure that workforce is staffed optimally by creating forecast and staffing models
Monitor request queues on a real time basis and ensure adherence to the planned and prepared schedules based on volume forecast
Monitor SLAs and initiate contingency plans
Makes data-supported recommendations
Builds effective working relationships with internal and external clients/customers
Participates in special projects and other duties assigned
Interact and negotiate with all levels of management

Benefits: