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Workforce Management Team Leader
4 miesięcy temu
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
