WFM Team Leader
1 tydzień temu
Position: WFM Team Leader
Location: Gdańsk, Poland
Work Model: on site
Employment type: Full-time
DUTIES AND RESPONSIBILITIES:
- Ensure team tasks and deliverables are completed accurately and on time
- Set performance goals for all team members
- Advise, implement, and verify that processes adhere to industry best practices.
Perform impact and trend analysis to suggest cost-effective strategies - Collaborate with Operations and WFM Leadership on scope, processes, and guidelines
- Partner with customers on initiatives to support new business growth.
Ensure proper escalation procedures are followed - Develop WFM staff in their area of expertise.
REQUIREMENTS:
- 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
- Extensive knowledge of call center operations and structure
- Proficient in MS Office Applications (such as MS Word and Excel) and Google Suite (including spreadsheets, data studio, slides, etc.),
- Experienced working with call center-specific software and tools (such as Verint, IEX, and CMS)
- Strong team player with demonstrated ability to influence key stakeholders
- Skilled in statistical and financial analysis
- Thorough knowledge of local labor laws and regulations
- Proficiency in English
- Ability to showcase innovation and sound judgment in decision-making and problem-solving
- Flexibility to adapt to varying work schedules and hours
- Proficient negotiation skills.
OFFER:
- Freedom to implement your own ideas in a highly motivated team
- Close cooperation with other departments
- A demanding and comprehensive area that encourages shaping customer service for our key partner
- Internal training and learning opportunities
- Career opportunities in an international company
- Committed and motivated Team
- Private medical healthcare
- Medicover Sport card
- Co - financing of online courses on three different platforms
- And many others
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