Team Leader-WFM
IGT Solutions Private Limited
Delhi / NCR
1d ago
source : Naukri

Job description

Job Role & Responsibilities :

  • Manage a team of 3 to 5 specialists, across all programs and potentially across multiple sites
  • Analyze past volume and staffing patterns and implement based on the forecast provided by the Managers to ensure service goals are met.
  • Oversee all Real-Time and Intra-Day activities to ensure operational goals are met.
  • Ensure all required WFM data is tracked and trended on a continuous basis.
  • Manage the staff schedules and responsibilities of Workforce executive team.
  • Responsible for performance appraisals of all direct reports.
  • Establish performance objectives for direct reports.
  • Coach and develop a high performance team through organizational leadership.
  • Demonstrate sound judgment and fairness when administering policies and procedures.
  • Ensure that the team accurately tracks and manages schedule adherence.
  • Monitor absenteeism levels and work with Management on attendance management initiatives.
  • Prepare daily / weekly / monthly reports and distribute to the Management team.
  • Manage staffing ratios and seat utilization / optimization
  • Assist with special projects and other duties as assigned.
  • Continual enhancement of agent performance
  • Required Skills :

  • Training and certification with forecasting / scheduling and related software packages
  • Must be fluent in written and spoken English
  • Excellent knowledge of Workforce Management applications, technologies and key performance indicators
  • Expert knowledge and understanding of workforce planning programs and principles
  • Thorough understanding of Aspect, WFM tools, and Avaya
  • Demonstrated skills in all phases of workforce planning, forecasting and Intra-day functions
  • Advanced abilities in using Microsoft Office (especially MS Excel)
  • Strong analytical abilities to provide strategies based on historical and current data
  • Ability to work with management teams to ensure clear goals regarding service level agreements
  • Proven ability to manage people, processes, and technology
  • Strategic thinker and tactical implementer
  • Experience in developing a workforce team in a call center site, while meeting and / or exceeding all operational and financial objectives
  • Demonstrated management leadership skills i.e., ability to build high performance teams, motivate and influence employees to exceed performance initiatives
  • Ability to react quickly and take advantage of changing business conditions in real-time
  • Highly motivated, creative, self-sufficient and able to operate effectively without close supervision
  • Passion for excellence, strong work ethic and solutions-oriented
  • Willingness and ability to work in a multi-cultural environment
  • Flexible and adaptable to changing environments
  • Energy, enthusiasm and positive attitude with a desire to progress
  • Self-motivated, proactive and uses initiative for process improvements
  • Ability to work under pressure and meet deadlines
  • Ability to accept direction and suggestion for personal development
  • Ability to show a flexible approach to working hours
  • Innovative and able to think outside the square.
  • Experience in WFM Mandate

    Contact : Antra Priyadarshini (9719434484)

    Email : antra.priyadarshini

    It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds

    RoleTeam Leader -(Technical),Industry TypeBPO / Call Centre,Functional AreaITES, BPO, KPO, LPO, Customer Service, Operations,Employment TypeFull Time, PermanentRole CategoryVoiceEducationUG : Graduation Not RequiredKey SkillsTeam HandlingForecastingWFMService LevelAdministrationExcelWorkforce ManagementCallingSchedulingAspectOperationsSkills highlighted with are preferred keyskills

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