WFM Team Lead

10 hours ago

Cebu City, Central Visayas, Philippines EXL Service Philippines, Inc. Full time ₱2,000,000 - ₱2,500,000 per year

The role involves overseeing the daily operations of our workforce, ensuring that all tasks are completed efficiently and effectively. The ideal candidate will be expected to lead a team of workforce and real-time analysts.

Main functions:

  • Generates month-wise, day-wise and interval-wise forecast incorporating historical trends and other factors such as special events, seasonality, chum or growth, weather etc.
  • Runs short term forecast and re-forecast/adjust future volume projections as needed to ensure optimum staffing at all times
  • Creates, maintains and updates the Capacity plan and ensures that staffing requirements, seat requirements and logistics are being delivered while balancing cost and performance
  • Generates/reviews schedules accordingly to meet the business requirements enabling superior customer service
  • Provides leadership and supervision to a highly engaged and self-sufficient team of WFMs, ensuring that all SLAs are met across accounts
  • Drives high client satisfaction by managing service levels situations and providing staffing, scheduling and Real-Time Adherence solutions
  • Protects the organization's assets thru upholding the principles of the Quality Information Security Management System

Qualifications:

  • 3 yrs WFM experience
  • 2 yrs Team Lead experience
  • College Graduate

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