WFM Team Leader

Job Description

Job Description:

• Supervises and oversees the day-to-day activities of Call Centre Coordinators. Ensures that all CCCs are properly monitoring and accurately recording metrics of the different Operations accounts and enforcing the implementation of policies and procedures per account.
• Drives for the optimal conduct of call centre operations to meet service level agreements with Clients.
• Performs intraday management analysis. Analyses and interprets day-end performance reports of the different accounts and translates information into action plans.
• Provides reports as required by Operations and Clients and submits them in a timely manner.
• May be required to devise new processes, policies, and procedures to achieve better account performance, subsequently contributing to the attainment of service commitments to Clients.
• Coordinates with Operations Managers / Directors, Team Captains, and associates of related Support groups to discuss various concerns hindering / affecting the attainment of Client service commitments. Keeps abreast of Operations updates that impact intraday management of accounts. Ensures that Workforce, Operations accounts, and other Support groups are aligned with processes, policies, and procedures that may impact Operations.
• Conducts regular performance evaluations sessions with direct reports.
• Prepares payroll data of direct reports and ensures accuracy and completeness of document.

Qualifications:

• Bachelor's Degree preferably with Math background
• Two (2) to three (3) years Workforce Management experience in a Supervisory capacity within the call centre / customer service industry.
• Working knowledge of workforce management processes, concepts and principles (i.e. staffing projections, scheduling, service level analysis, metrics monitoring).
• Prior knowledge of client specifics (i.e. nature of account, metrics) preferred.
• Proficiency with MS Office applications (i.e. MS Word, Excel) as well as call centre-specific software and applications (i.e. Baleen, BluePumpkin, CentreVu).