Wfm team leader | bgc taguig
iOPEX Technologies Taguig Full-time
About the role
This is an exciting opportunity for an experienced Workforce Management (WFM) Team Leader to join the dynamic team at iOPEX Technologies Philippines Inc. in Taguig City, Metro Manila. As the WFM Team Leader, you will play a crucial role in overseeing and optimising the operational efficiency of our call centre operations.This full-time position offers a chance to utilise your strong leadership and analytical skills to drive continuous improvement within a fast-paced, customer-focused environment.
What you'll be doing- Manage and lead a team of Workforce Management analysts to ensure optimal staffing and scheduling across multiple contact centres
- Analyse historical data, forecast call volumes, and develop staffing plans to meet service level agreements
- Monitor and report on key performance metrics, identifying areas for improvement and implementing corrective actions
- Collaborate with the operations team to align workforce planning with business objectives and customer demands
- Provide coaching and mentoring to your team, fostering a positive and productive work environment
- Implement and maintain workforce management processes, systems, and tools to drive efficiency and productivity
- Identify and escalate issues, providing recommendations to management on strategic workforce initiatives
- Minimum of 3-5 years of experience in a similar Workforce Management Team Leader or Supervisor role within a call centre or customer service environment
- Strong analytical and data-driven mindset with the ability to interpret complex data and derive actionable insights
- Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams
- Proficient in the use of workforce management tools and software, such as Aspect, Verint, or Calabrio
- Proven track record of leading and motivating teams to achieve their performance goals
- Adaptable and flexible, with the ability to thrive in a fast-paced, dynamic environment
- Strong problem-solving and decision-making skills, with a focus on delivering results
What we offer
At iOPEX Technologies Philippines Inc., we are committed to creating a positive and supportive work environment for our employees. We offer a competitive salary, opportunities for career growth and development, and a range of benefits, including health insurance and wellness initiatives.Join our team and be a part of an innovative and forward-thinking organisation that values its people and their contributions.
If you are ready to take the next step in your career and become a WFM Team Leader, we encourage you to apply now.
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