BPO Workforce Team Leader

About the job WFM Team Lead (Alabang) | Onsite

Benefits:

• HMO for Employee and 2 Dependents (On Day 1)
• Quarterly performance bonus
• Outstanding career development opportunities
• 24 Leaves Annually

Key Qualifications:

• Amenable to working in shifting schedules.
• Amenable to work ONSITE in Alabang.
• Able to start ASAP

Education and Other Requirements:

• Minimum experience of 4 years with customer service and workforce in the BPO/BPM industry
• Bachelor's 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

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