Join a global high-touch contact center company
Fantastic work culture
International exposure through diverse clientele
You will be responsible for :
Leading efficiently the WFH team, planning, forecasting, scheduling and real time resource management to ensure that company objectives such as shrinkage and business goals are met.
Driving real time strategies including skilling, shrinkage utilization, as well as partner with operations to drive representative behaviors especially around call handling.
Providing daily wrap up to the leadership team which would include key indicators such as call drivers, handle time and forecast comparisons, day of week comparisons, absenteeism trending, as well as other unique behaviors and drivers.
Establishing effective relationships with internal and external partners including Operations and other support HR, Finance and IT.
Continuous Improvement as well as operational leadership to ensure daily service level metrics met.
Communicating company policy information and requirements to staff and ensuring operational decisions comply with policy.
This job is temporarily Work From Home)
You have a Bachelor's degree with at least 3 years related call center workforce management experience
You are proficient with phone system reporting and scheduling tools and as well as Microsoft Office (Excel, Word, PowerPoint, Outlook).
You have the ability to act and drive a sense of urgency to ensure both internal and external customers are served in a timely manner
You can lead highly-motivated, high-performing workforce management teams.
You are an absolute team player who consistently demonstrates respect, inclusion and an open mind.
You are adept at managing multiple priorities and tasks in a fast-paced environment
You are willing to work on shifts (on any given day)
Our client is an customer contact center and BPO company offering services ranging from technical support and consultation services to sales and receivables management and strives to deliver beyond clients satisfaction