Workforce Team Leader

2 weeks ago

Pasig, National Capital Region, Philippines InteLogix Full time $70,000 - $120,000 per year

JOB RESPONSIBILITIES:

SCHEDULING OPTIMIZATION:

  • Master Scheduler:
    Develop and implement efficient agent schedules across all contact channels (phone, email, chat, etc.) considering forecasted demand, service level agreements, labor laws, and employee preferences.
  • Capacity Planning Expert:
    Analyze historical data and trends to accurately forecast contact volumes and staffing needs.
  • Schedule Efficiency:
    Continuously evaluate schedule effectiveness, identify opportunities for improvement, and implement changes to minimize shrinkage and maximize resource utilization.
  • Leave Management:
    Oversee the scheduling and approval of employee time off requests, ensuring adequate coverage is maintained at all times.

REAL-TIME MANAGEMENT:

  • Performance Monitoring:
    Monitor real-time adherence to schedules, identify deviations, and take corrective actions to address staffing imbalances (e.g., call outs, unexpected spikes in volume).
  • Dynamic Adjustments:
    Make real-time adjustments to schedules and staffing levels throughout the day to optimize performance and meet service level targets.
  • Communication Hub:
    Communicate effectively with Operations and other departments to address real-time events and ensure a seamless customer experience.

REPORTING AND ANALYSIS:

  • Data-Driven Insights:
    Oversee the creation and analysis of key performance indicators (KPIs) such as service levels, occupancy, adherence, and productivity.
  • Performance Reporting:
    Prepare regular reports and presentations for management, highlighting trends, insights, and actionable recommendations.
  • Root Cause Analysis:
    Analyze data to identify the root causes of performance issues and develop solutions for improvement.

TEAM LEADERSHIP:

  • Lead by Example:
    Provide guidance, coaching, and mentorship to a team of WFM Analysts, fostering a positive and collaborative work environment.
  • Performance Management:
    Conduct regular performance reviews, identify training needs, and support the professional development of team members.
  • Teamwork Champion:
    Foster a strong team spirit, encouraging open communication, collaboration, and knowledge sharing.

QUALIFICATIONS:

  • Strong proficiency in any WFM software (e.g., Genesys, NICE IEX, Aspect eWFM) and advanced knowledge of scheduling principles and techniques.
  • Bachelor's degree in any related field (e.g., Business Administration, Operations Management)
  • 2+ years of experience in a contact center WFM role with a focus on scheduling and real-time management
  • 1+ years of experience leading or supervising a team
  • Strong understanding of contact center operations and key performance indicators
  • Proven ability to effectively manage schedules, analyze data, and drive team performance.
  • Must be amenable to work on a graveyard/nightshift schedule following EST/CST Timezone.

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