Operations Excellence Lead
7 days ago
**Operations Excellence Lead**
We are seeking an experienced Operations Excellence Lead to join our team at Welsend Global Services Inc.
The successful candidate will oversee workforce management, planning, and reporting to support data-driven decision-making. This role involves analyzing workforce data, developing staffing strategies, and implementing effective workforce management practices to enhance productivity and efficiency.
Main Responsibilities:
- Scheduling and work hour management to ensure proper manpower allocation.
- Real-time monitoring and adjustment to move non-productive agents to productive roles as needed.
- Performance management and reporting to analyze individual and team efficiency and service levels.
- Cross-departmental collaboration to understand business needs and optimize human resource allocation.
Required Skills and Qualifications:
- Bachelor's degree in Business Administration, Operations Management, or a related field.
- Minimum 5 years of Workforce Management experience in BPO.
- Advanced skills in Microsoft Office, Business Suite, and Google Spreadsheets.
- At least 3 years of experience managing groups of Workforce Analysts and/or Leaders, providing end-to-end services to multiple campaigns or combined agent teams.
- Proven experience and knowledge in using workforce-related tools and applications.
- Excellent communication and interpersonal skills.
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