WFM - Team Lead

2 weeks ago

Cebu City, Central Visayas, Philippines Moder Solutions Inc. Full time ₱1,200,000 - ₱2,400,000 per year

Qualifications:


• Bachelor's degree in business, Operations Management, or related field (or equivalent experience)


• Minimum of 4 years of WFM experience in a call center or operations service environment, with minimum of 1 year of supervisory experience.


• Strong analytical skills and proficiency in tools like Microsoft Excel - Power Query, Power BI, Dashboard creation in MS Excel, Power Point Presentations, etc.


• Ability to work independently, multitask, and meet deadlines.


• Excellent communication skills to work with all levels of the organization.


• Experience in forecasting and capacity planning.


• Ability to interpret and analyze data to make informed decisions.


• Strong leadership and team management skills.


• Good at people management.

Responsibilities:


• Team Leadership: Lead and manage a team of Workforce Management Analysts, providing direction and support.


• Forecasting and Planning: Analyze staffing plans, forecast demand, and ensure that the team is appropriately staffed to meet client requirements.


• Performance Monitoring: Monitor and analyze performance metrics, such as volume, average handling time (AHT), and shrinkage, to ensure service level goals are met.


• Stakeholder Communication: Communicate with stakeholders about performance and challenges, providing suggestions for improvements.


• Operational Efficiency: Identify and implement process improvements to enhance operational efficiency and cost savings.


• Collaboration: Work with multidisciplinary teams, including client teams, to execute project deliverables.


• Flexibility: Maintain flexibility regarding requests and actions to meet client needs, which may include working varied hours.

Why work with us?

We Deliver Results

We Embrace Adaptability

We Act with Integrity

We Create Synergy

We Lead with Expertise

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