Verified Job
Customer Support / TeleCaller
Supervisor WFM
Customer Support / TeleCaller
#564998
Remote / WFH
Job Description
Job Title: WFM Team Leader
About the Role:
We are seeking a highly skilled and experienced WFM Team Leader to join our team. The successful candidate will be responsible for leading our Workforce Management (WFM) operations, ensuring that our contact center is adequately staffed and equipped to deliver exceptional customer experiences.
Main Responsibilities:
• Develop and implement effective capacity planning, scheduling, and rostering strategies to meet business objectives
• Analyze data to identify trends and opportunities for improvement in our scheduling processes
• Collaborate with stakeholders to develop and maintain accurate forecasting models
• Monitor and review scheduled performance, identifying areas for improvement and implementing corrective actions as needed
• Manage and support agents across multiple sites, ensuring they have the skills and resources required to excel in their roles
• Ensure compliance with company policies and procedures, as well as adherence to industry standards and regulations
• 4+ years of experience in a WFM or contact center management role
• Proven expertise in capacity planning, scheduling, and rostering
• Advanced Excel skills, including VBA knowledge (desirable)
• Excellent communication and interpersonal skills, with the ability to engage multiple stakeholders at once
• Strong analytical and problem-solving skills, with the ability to interpret complex data and make informed decisions
• Ability to work in a fast-paced environment, with a strong focus on process improvement and customer satisfaction
• Experience with Avaya CMS and Verint (preferable)
What We Offer:
A dynamic and supportive work environment, with opportunities for growth and development. Competitive salary and benefits package, including bonuses and recognition programs. A chance to work with a talented team of professionals who share your passion for delivering exceptional customer experiences.
About the Role:
We are seeking a highly skilled and experienced WFM Team Leader to join our team. The successful candidate will be responsible for leading our Workforce Management (WFM) operations, ensuring that our contact center is adequately staffed and equipped to deliver exceptional customer experiences.
Main Responsibilities:
• Develop and implement effective capacity planning, scheduling, and rostering strategies to meet business objectives
• Analyze data to identify trends and opportunities for improvement in our scheduling processes
• Collaborate with stakeholders to develop and maintain accurate forecasting models
• Monitor and review scheduled performance, identifying areas for improvement and implementing corrective actions as needed
• Manage and support agents across multiple sites, ensuring they have the skills and resources required to excel in their roles
• Ensure compliance with company policies and procedures, as well as adherence to industry standards and regulations
• 4+ years of experience in a WFM or contact center management role
• Proven expertise in capacity planning, scheduling, and rostering
• Advanced Excel skills, including VBA knowledge (desirable)
• Excellent communication and interpersonal skills, with the ability to engage multiple stakeholders at once
• Strong analytical and problem-solving skills, with the ability to interpret complex data and make informed decisions
• Ability to work in a fast-paced environment, with a strong focus on process improvement and customer satisfaction
• Experience with Avaya CMS and Verint (preferable)
What We Offer:
A dynamic and supportive work environment, with opportunities for growth and development. Competitive salary and benefits package, including bonuses and recognition programs. A chance to work with a talented team of professionals who share your passion for delivering exceptional customer experiences.
