Workforce Management Team Leader

2 tygodni temu

Gdynia, Pomerania, Polska SpotOn TA Pełny etat

SpotOn TA was founded to help people find their dream job, and help employers find the right candidates.

*** This Job Opportunity is only offered for candidates living and eligible to work in Poland.

Salary: Kindly Share with us your salary expectations.

Client: BPO Company

The Role

WFM Team Leader – English Speaker

Hybrid – Gdańsk, Poland

*** This Job Opportunity is only offered for candidates living and eligible to work in Poland.

Salary: Kindly Share with us your salary expectations.

Client: BPO Company.

Job Description

As a WFM Team Leader, you will advise, implement, and verify that processes adhere to industry best practices and more.

Detailed Duties and Responsibilities

  • Perform impact and trend analysis to suggest cost-effective strategies.
  • Ensure proper escalation procedures are followed.
  • Ensure team tasks and deliverables are completed accurately and on time.
  • Advise, implement, and verify that processes adhere to industry best practices.
  • Develop WFM staff in their area of expertise.
  • Collaborate with Operations and WFM Leadership on scope, processes, and guidelines.
  • Set performance goals for all team members.
  • Partner with customers on initiatives to support new business growth.

Ideal Profile

Targeted Qualifications

  • Fluency in English Language, C1 level or Higher to effectively liaise with the stakeholders of the region.
  • Excellent organizational skills and attention to detail.
  • Experienced working with call center-specific software and tools (such as Verint, IEX, and CMS).
  • Extensive knowledge of call centre operations and structure.
  • Skilled in statistical and financial analysis.
  • Flexibility to adapt to varying work schedules and hours.
  • Expert in workforce management processes, concepts, and principles (such as staffing forecasts, scheduling, service level analysis, and metrics monitoring)
  • Experience in the BPO sector is an advantage.
  • Thorough knowledge of local labour laws and regulations.
  • Proficient negotiation skills.
  • Proficient in MS Office Applications (such as MS Word and Excel) and Google Suite (including spreadsheets, data-studio, slides, etc.).
  • Ability to showcase innovation and sound judgment in decision-making and problem-solving.
  • Strong team player with demonstrated ability to influence key stakeholders.

Interpersonal Skills

  • Communicative, Speak and/or write well and get your ideas across to others easily.
  • Interpreter, Look at things and make sense of them, figure what is needed and how to fulfil it.
  • Confident, Pleasant, Energetic, Helpful, Trustworthy
  • Efficient, Perform tasks in the fastest and simplest ways that they can be done.
  • Organized and punctual, put things in order so that they run smoothly and are always on time.
  • Flexible, Can carry different responsibilities, sometimes with very little advanced notice.
  • Listen, Listen/pay attention to what others are saying, without daydreaming or judging them.
  • Precise, Make sure that things are done accurately, correctly, and exactly.
  • Willingness to acquire new knowledge.
  • Service Customers, be friendly patient, and polite with customers and try your best to service their needs/wants.

Offer & Benefits

  • Salary: Kindly Share with us your salary expectations.
  • Hybrid – Gdańsk, Poland.
  • Private Medical Insurance.
  • Sports card.
  • A global team committed to the company values.
  • A dynamic work environment in a dynamically international company.

What's on Offer?

  • Work within a company with a solid track record of success
  • Join a well known brand within Other Services
  • Leadership Role

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