Our team is currently seeking reinforcement as a 

WFM Team Leader

You will be responsible for:

• Ensure team tasks and deliverables are performed accurately and in a timely manner

• Establish performance objectives for all resources 

• Recommend, implement and ensure that processes being utilized follow industry best practices 

• Conduct impact and trend analysis to recommend solutions that drive cost effective strategies 

• Coordinate and align with Operations & WFM Leadership on scope, processes and guidelines 

• Work with Customer on initiatives to support new business growth 

• Guarantee proper escalation paths are followed

• Develop WFM staff on functional area of expertise
  
  

Core competencies:

• Specialist in workforce management processes, concepts and principles (i.e. Staffing projections, scheduling, service level analysis, metrics monitoring) - required

• Strong knowledge of call center operations and organization - required

• Above average knowledge on MS Office Applications ( i.e. MS Word, Excel ) & Google suite package (spreadsheets, data studio, slides, etc.)  as well as call center specific software and applications (i.e. Verint, IEX & CMS) – required

• BPO experience is a plus

• Statistical & financial analysis

Leadership competencies:

• Experience managing a team - required

Functional competencies:

• Strong understanding of local country labor laws and regulations

• Ability to demonstrate innovation and good judgment / problem solving skills when making decisions.

• Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources.

• Ability to multitask, adapt to change, and achieve results with accuracy and precision.

• Superior analytical, organizational, and interpersonal skills with attention to detail, accuracy and time management

• Strong team player with demonstrated ability to influence key stakeholders

• Excellent oral and written communication skills

• Fluency in the English language

• Adaptive to changing work schedules and working hours.

• Customer Orientation

• Results Oriented

• Must be able to respond quickly and intelligently in a fast paced environment, making calculated decisions under pressure

• Ability to work independently with minimal supervision, meeting multiple deadlines in a high pressured environment

• Negotiation skills

We expect:

• Bachelor’s Degree in: Finance, Accounting, Engineering, Business Administration, Logistics OR an additional three (3) years of Workforce Management experience

• At least three (3) years of Workforce Management experience within the call center / customer service industry.

• Minimum of 1 year on the current position - required

Start Date:

• Immediate availability

*Apply now! Remember to add an updated version of your CV!

**Only shortlisted candidates will be contacted.

By engaging in this internal recruitment process, candidates acknowledge their understanding of evaluation guidelines and commit to upholding the principles of fairness and integrity throughout the assessment process.