Workforce Lead

About the job
Primary Function:

Mainly responsible for monitoring the performance of Real-Time Analysts and Workforce Specialists to ensure prompt delivery of their primary tasks and responsibilities. Ensure strict
implementation of Workforce Management policies and processes.

Problem Analysis and Job Empowerment

:Work entails efficient management skills, specifically in handling mentoring direct reports. It includes escalating and reporting issues to the executive team for proper resolution.

Education/Experience:
Bachelor’s degree (no specification)At least 1-year experience as a Real-time Analyst, Scheduling and Capacity Planning1+ years of supervisory experience in a call center environment Experience in analytic and reporting functions is preferred

Knowledge/Skills/Abilities:
Broad knowledge of contact center & customer service operations
Proficiency in the use of software and telecommunication systems (ie. Workforce Management software, Lucent CMS reporting, Lucent ACD system, call master, Automatic call recording and monitoring system)
Basic concept of queuing and traffic management
Solid knowledge of call center metrics and WFM policies and procedures (Involves RTA knowledge validation thru testing and interview)
Excellent verbal and written English communication skills.
Displays strong leadership potential.
Excellent analytical & quantitative skills
Demonstrated ability to work under pressure and produce.
Highly skillful in using Excel, Google Sheets & Word; technology savvy as well Possesses strong interpersonal & customer service skills.
Ability to multi-task, adapt to change, and achieve results with accuracy and precision Requires time management skills.