WFM - Team Lead

Moder Solutions Inc.; Philippines; Presencial; PHP 900.000 - 1.250.000; Tempo integral

Resumo da vaga

Moder Solutions Inc. is hiring a Workforce Management – Team Lead in the Philippines to drive accuracy, timeliness, and proactive planning across the WFM team.

You will set performance objectives, implement processes, analyze data, and prepare workforce analyses for leadership. You will lead a team of Workforce Management Analysts, forecast demand, monitor metrics like AHT and shrinkage, communicate with stakeholders, and identify efficiency improvements.

Qualificações

• Minimum 4 years in an operations service environment.
• At least 1 year of supervisory experience.
• WFM expertise is preferable.

Responsabilidades

• Lead and manage a team of Workforce Management Analysts, providing direction and support.
• Analyze staffing plans, forecast demand, and ensure appropriate staffing to meet client requirements.
• Monitor and analyze performance metrics such as volume, AHT, and shrinkage to meet service level goals.
• Communicate with stakeholders about performance and challenges, offering improvements.
• Identify and implement process improvements to enhance operational efficiency and cost savings.
• Collaborate with multidisciplinary teams, including client teams, to execute project deliverables.
• Maintain flexibility to meet client needs, including working varied hours.

Conhecimentos

Analytical skills

Excel

Power BI

Power Query

Presentation

Communication

Independent work

Formação

Workforce management degree

Ferramentas

Power BI

Power Query

MS Excel

PowerPoint

Descrição da vaga

Job Overview:

As a Workforce Management – Team Lead, the duties include Ensuring Accuracy and Timeliness, Setting Performance Objectives, Process Implementation, Analysis and Strategy, Coordination and Alignment, Supporting New Business Growth, Escalation Management, Staff Development. They develop WFM staff on functional areas of developing staff schedules, collecting staff performance data and customer feedback data, reviewing, and analyzing relevant data to identify problem areas, and preparing workforce analysis reports and PowerPoint presentations for company leadership to inform their policies and decision-making.

Responsibilities:

• Team Leadership: Lead and manage a team of Workforce Management Analysts, providing direction and support.
• Forecasting and Planning: Analyze staffing plans, forecast demand, and ensure that the team is appropriately staffed to meet client requirements.
• Performance Monitoring: Monitor and analyze performance metrics, such as volume, average handling time (AHT), and shrinkage, to ensure service level goals are met.
• Stakeholder Communication: Communicate with stakeholders about performance and challenges, providing suggestions for improvements.
• Operational Efficiency: Identify and implement process improvements to enhance operational efficiency and cost savings.
• Collaboration: Work with multidisciplinary teams, including client teams, to execute project deliverables.
• Flexibility: Maintain flexibility regarding requests and actions to meet client needs, which may include working varied hours.

Qualifications:

• Experience: Minimum of 4 years in an operations service environment, with minimum of 1 year of supervisory experience. WFM expertise is preferable.

Skills:

• Strong analytical skills and proficiency in tools like Microsoft Excel - Power Query, Power BI, Dashboard creation in MS Excel, Power Point Presentations, etc.
• Ability to work independently, multitask, and meet deadlines.
• Excellent communication skills to work with all levels of the organization.

Education:

• A relevant degree or equivalent experience in workforce management or a related field.

Preferred Skills:

• Experience in forecasting and capacity planning.
• Ability to interpret and analyze data to make informed decisions.
• Strong leadership and team management skills.
• Good at people management.

Why work with us?

We DeliverResults
We EmbraceAdaptability
We Act withIntegrity
We CreateSynergy
We Lead withExpertise