Workforce Management Team Lead
Workforce Management (WFM)Team Leads are responsible for WFM Specialists performance, development, mentoring, and coaching to meet and continuously improve both TeleTech and client service level metrics. WFM Team Leads oversee reporting and real-time monitoring. They assist WFM Managers in the supervision and execution of the activities and responsibilities of WFM department. WFM Team Leads are responsible for creating schedules based on trend analysis to meet staffing requirements. They are held accountable for schedule adherence, absenteeism, call volume, in chair occupancy, average call handle time and other components of the overall work flow. WFM Team Leads hold team accountable for meeting all performance indicators/metrics using reporting tools and techniques specific to WFM functions. They coordinate team activities and special projects. Lead staff in accordance with policies and procedures of TeleTech and client requirements and expectations. Evaluate department processes. Recommend and coordinate needed changes based on process analysis. WFM Team Leads are responsible to meet team productivity and quality goals. Communicate with managers and other business partners.
Key Performance Objectives
1. Achieve 100% of accuracy and speed in delivery of requirements.
2. Manage day-to-day operations, processes, and reporting
3. Improve the key success metrics associated with workforce management goals.
4. Deliver excellent customer service and communication.
5. Develop, coach, support, and evaluate WFM team.
6. Ensure WFM team has tools, systems, and support needed to perform their job.
Basic Qualifications
ü Strong understanding of TeleTech's business, core values, and goals
ü Strong verbal and written communication skills
ü Ability to manage multiple, complex, on-going tasks and projects
ü Ability to lead and partner successfully with staff and chain of command
ü Proficient English, both written and verbal
ü Math/statistics and computer proficiency
ü Great interpersonal skills
ü Open, honest, and empathetic manner when dealing with people
ü Strong attention to detail and desire to follow procedures
ü High customer service orientation
ü Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), or ability to learn technology quickly
ü High level of integrity, honesty, and judgment
ü Data analysis and reporting
ü Action planning
Preferred Qualifications
ü Knowledge of call center business
ü Strong coaching skills
ü Action planning
ü Six sigma certification
