Supervisor WFM//Team Leader WFM

Trigent Software - Professional Services


Assistant Manager- International Voice Process
Trigent Software - Professional Services • Bengaluru, Karnataka • via LinkedIn
22 hours ago
Full–time
No Degree Mentioned
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Job description
Role: Assistant Manager – Operations (International Voice Process)

Location: Bangalore

CTC: Up to ₹8.3 LPA

Immediate joiners and female candidates are preferred

Job Summary:

Seeking a dynamic and experienced Assistant Manager to lead international voice operations. The ideal candidate will ensure smooth process delivery, manage teams effectively, and meet client KPIs and SLAs.

Key Responsibi...
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International BPO


Supervisor WFM//Team Leader WFM
International BPO • Bengaluru, Karnataka • via BeBee
1+ hours ago
Full–time
No Degree Mentioned
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Job description
Hiring for WFM Team Leader

A Leading International BPO seeks a seasoned professional to lead our Workforce Management (WFM) team.

As a WFM Team Leader, you will be responsible for overseeing the planning and scheduling of our agents to ensure optimal productivity and efficiency.
• Understanding of Capacity Planning, Scheduling, and Rostering
• Skill-Based Scheduling for in-house agents
• Define agents according to skills and proficiencies
• Compare over/under staffing with total staffing hours. Measure the effectiveness and quality of scheduling.

You will work closely with various stakeholders to review projected performance, identify areas for improvement, and implement corrective actions.

The ideal candidate will possess strong analytical and problem-solving skills, excellent communication and people management skills, and the ability to work in a fast-paced environment.

Key Requirements:
• 4+ years of experience in a similar role
• Advanced Excel skills, with knowledge of VBA an advantage
• Graduate with Contact Center experience and good communication skills
• People management experience
• Proficiency in multi-tasking and engaging multiple stakeholders at a time

Additional Skills:
• Root Cause Analysis, proactive management data presentation
• Analytical bent of mind and strong process and mathematical orientation
• Knowledge of Contact Centre methodologies and operational principles
• Complete understanding of overall operational activities including phone, email, chat, community and social media support
• Effective communication skills
• Proficiency with computers

This is a supervisory and client-facing position, requiring strong communication and interpersonal skills. The ideal candidate will be able to simplify complex operations into repeatable processes and make decisions in time-sensitive ambiguous situations.

We Offer:
• A dynamic and fast-paced work environment
• Opportunities for self-learning and knowledge enhancement
• A supportive team-oriented culture

About Us:

We are a leading international BPO providing innovative solutions to clients worldwide. Our mission is to deliver exceptional service while fostering a culture of excellence, innovation, and teamwork. Read more