Team Leader - Workforce Management

Designation: Lead - WFM

Core Areas: Lead - WFM is responsible for managing and ensuring that the service level agreements for various programs are met.

This profile will also be responsible for all MIS reporting, forecasting, scheduling, and roster management.

Qualification: Graduate/Postgraduate with similar experience or at least 4-5 years.

Main Responsibilities:

- MIS Reporting, Forecasting, Scheduling, and Roster management

- Manage the call volume, daily attendance and program break schedules

- Assist with the creation of metrics and targets for services

- Work closely with the operations team to analyze and help improve their delivery processes

- Generate ideas for process and service improvement planning

- Produce daily, biweekly and monthly internal reports

- Use trends and reports to forecast requirements

- Assist with projects and other duties as requested or assigned

Skills and Qualifications:

- Demonstrate sound work ethic

- Must have advanced level Microsoft Excel skills - Including advanced formulas, also Word and Email

- VBA macros an asset

- Experience with IEX, CMS, Avaya, Symposium, Blue Pumpkin an asset

- Ability to create reports in Excel and forecast results

- Attention to detail and high level of accuracy

- Ability to multitask, focus and complete reports for extended periods of time

- Previous call center experience required

- Previous Work Force Management experience is considered an asset

Personal Attributes:

- Ability to take initiative

- Flexible team player with a positive attitude

- Must have good time management with the ability to work with minimal supervision and under tight timelines

- Capable of managing multiple, simultaneous projects

- Must be friendly and professional with a positive attitude

- Organized with the ability to quickly and effectively adapt to change

- Excellent attendance record

- Able to communicate professionally - oral and written

- Problem-solving skills

What We're Looking For:

- People with an endless curiosity and hunger to learn

- Operators obsessed with customer experience.