Transcom Pasig Team Leader

6 days ago


Pasig, National Capital Region, Philippines Transcom Worlwide Full time

We are seeking a highly experienced Team Leader to join our team at Transcom Worldwide. As a Team Leader, you will be responsible for leading a team of analysts in planning, scheduling, monitoring, analyzing, and managing contact center queues based on historical and real-time workload, and staffing trends.

This is an exciting opportunity for a motivated individual with a strong background in contact center operations to join our dynamic team. If you have a proven track record of success in leading high-performing teams and driving business growth, we want to hear from you

About the Role
  • Lead a team of analysts in planning, scheduling, monitoring, analyzing, and managing contact center queues based on historical and real-time workload, and staffing trends.
  • Develop and execute strategies to achieve operational objectives, including contributing information and recommendations for strategic plans.
  • Regularly audit workforces operations to ensure quality of service delivery.
  • Audit and analyze call and staff forecasts to identify needs and corrections.
Requirements
  • College graduate of a business or technical course.
  • Minimum of 5 years of Workforce Management experience in a Contact Center environment.
  • With at least 3 years of managing group/s of Workforce Analysts and/or Leaders providing end-to-end services to multiple campaigns, or a combined agent headcount of more than 6,000.
  • Solid experience in supporting inbound contact center/s, and with hands-on experience supporting a work-at-home operations setup.
  • Mastery of Workforce Management Mathematics.
  • Expert user of WFM applications not limited to Aspect eWFM, Verint, iEX, etc.


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