URGENT! WFM Team Leader - - ref. e62037923

About the role

This is a full-time position that offers the opportunity to work in a fast-paced, customer-centric environment.

1. Oversee the workforce planning and scheduling activities for your assigned team or department
2. Analyse call volume trends and staffing requirements to ensure optimal coverage and efficiency
3. Manage and monitor agent schedules, attendance, and adherence to service level agreements
4. Collaborate with the operations team to identify and resolve staffing issues or challenges
5. Provide coaching and mentoring to your team of Workforce Management Analysts to support their professional development
6. Contribute to the continuous improvement of workforce management processes and procedures
7. Communicate effectively with stakeholders to ensure transparent and timely reporting

1. Minimum of 2 years' experience in a Workforce Management or Scheduling role in a call centre or customer service environment
2. Strong analytical and problem-solving skills with the ability to interpret data and make data-driven decisions
3. Excellent communication and interpersonal skills to effectively collaborate with teams across the organisation
4. Proficient in the use of workforce management and scheduling software
5. Ability to work in a fast-paced, customer-focused environment and prioritize tasks effectively
6. Commitment to continuous learning and professional development

About us

Join our team and be a part of our continued success!

Apply now to start your journey with Teleperformance.