WFM Team Lead-NLCH
Gratitude IncWFM Team Lead-NLCH
Job Description
Key Skills
1 candidate(s) have already applied for this Job. Apply now
Oversees and has full responsibility over all operational support aspects of the contact center. Must facilitate and monitor all workforce planning issues, including staffing, scheduling and forecasting systems, and policy and procedure. May monitor the implementation and execution of all training programs across the contact center. Oversees all aspects of contact center quality issues and support systems implementation and management. May be responsible for multiple contact centers.
Positions on this level have comprehensive knowledge of the specific discipline or the broader area in which the position operates. Executes specialized projects and activities and typically works according to set principles. Usually generates and initiates own workload and doesnt need instructions or guidelines. Might supervise work of less experienced professionals providing professional expertise and taking responsibility for the end-product. Positions at this level are expected to significantly improve the day-to-day activities/processes.
Manages and oversees the implementation of short-term activities within the team. Decisions are of an operational nature within a defined scope. Positions on this level delivers their share of professional responsibilities focusing on professional excellence. Typically manages a team of Individual Contributor co-workers
Required Qualifications:
Bachelor’s degree in a related field.
1–4 years of experience in Workforce Management (WFM), Reporting, Scheduling, Forecasting, or Contact Center Operations.
Current or former Reports Analyst, Reports Supervisor, WFM Analyst, or Team Lead(must )
Experience in a BPO/contact center environment.
Knowledge of WFM tools (e.g., Verint, NICE, Aspect, Genesys).
Strong Excel, reporting, and data analysis skills.
Experience managing staffing, scheduling, forecasting, and workforce planning.
Leadership or team management experience is an advantage.
Strong communication and problem-solving skills.
Role
Administrative Assistant
Timings
Night Shift (Permanent)
Industry
BPO
Work Mode
Work from office
Functional Area
Front Office Support / Administration /
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
Get the Best Jobs
on your Fingertips
Similar Jobs
HR Payroll Team Lead
Gratitude Inc5 - 8 Year(s)
₱ 80 - ₱ 100K p.m
Manila, Philippines
FRESHERS/NEWBIES URGENTLY NEEDED AT FIRSTSOURCE TAGUIG
Gratitude Inc0 - 1 Year(s)
₱ 15 - ₱ 20K p.m
Manila, Philippines
Spanish CSR
Gratitude Inc1 - 2 Year(s)
₱ 80 - ₱ 82K p.m
Manila, Philippines
MASSIVE HIRING FOR CUSTOMERS SERVICE REPRESENTATIVE
Gratitude Inc0 - 2 Year(s)
₱ 20 - ₱ 30K p.m
Manila, Philippines
Customer Service representative -Sales Account
Gratitude Inc1 - 23 Year(s)
₱ 26 - ₱ 30K p.m
Manila, Philippines
CSR Financial account(SNL)-Wns Eastwood
Gratitude Inc0 - 15 Year(s)
₱ 10 - ₱ 15K p.m
Manila, Philippines
Multilingual Language - Vietnamese
Gratitude Inc1 - 2 Year(s)
₱ 39.11 - ₱ 69.68K p.m
Manila, Philippines
Customer service representative- FSL Taguig
Gratitude Inc1 - 15 Year(s)
₱ 20 - ₱ 30K p.m
Manila, Philippines
CSR financial account -EXL pasay
Gratitude Inc3 - 21 Year(s)
₱ 38 - ₱ 50K p.m
Manila, Philippines
Quality Assurance
Gratitude Inc2 - 5 Year(s)
₱ 80 - ₱ 120K p.m
Manila, Philippines