WFM Team Leader

1 tydzień temu


Gdańsk, Pomerania, Polska Team Relax Pełny etat

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

#J-18808-Ljbffr

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