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Wfm Tactical Team Supervisor

Wfm Tactical Team Supervisor
Company:

Resultscx



Job Function:

Customer Service

Details of the offer

In this role you will: Lead analytical, data driven, and tactical Workforce teams.
Identify future Workforce Management analysts and develop the bench strength
Identify and utilize employee strengths, while developing areas of opportunity.
Develop strong relationships with internal WFM and external customers
Collaborate, gain agreement, and communicate multiple competing site & WFM priorities
Consistently address performance or disciplinary concerns according to company policy
Oversee site WFM process improvements and consistently meet or exceed bill to pay targets, call center KPIs, customer service, technology, and professional development.
Create strategic recommendations to improve site & client productivity while balancing service levels and costs
Continuously improve site Workforce Management planning accuracy
Be responsible in proactively analyzing and implementing agent staffing, plans including re-forecasting requirements
Ensure that site forecasts, capacity plans and schedules are generated in a timely and precise fashion
Drive nimble real time plan adjustments to improve margins and service levels
Assist in resolving serious site & client complaints and escalated issues
Facilitate, lead, and participate in daily and weekly meetings among key stakeholders
Work to ensure the site WFM team is trained and developed on WFM tools
Simulate different site scenarios and develops contingency plans for unexpected events
Develop site benchmarks using metrics, industry standards and original concepts
Configure data gathering systems, designs and develops the means to capture and record data
Provide insightful easy to understand analysis/recommendations to the site and global WFM teams
We are looking for someone who has:
Developed an engaged culture that is passionate about Workforce Management
Developed and inspire a team
3+ years in leadership experience
2+ years previous Contact Center Workforce Management experience.
Great verbal and written communication skills
Broad knowledge of inbound contact center environment
Multi-task in a professional & courteous manner
Enjoy fast pace and challenging/target driven environments
Identify and communicate insightful analytics
Strong technical documentation, problem solving and analytical skills
Work various shifts, overtime and holidays in a 24x7 operating environment
Demonstrate high compliance to policy and procedure, yet adaptable, striving for the highest standards, and continually improving process and is detail-oriented
High School Diploma or equivalent Workforce Management &/or Call Center Leadership.
High proficiency on computers, Excellent knowledge and use of Microsoft Office (word processing, spreadsheets, and database systems). Technical and Software experience required.
2+ years’ experience with WFM Tools; IEX, Verint, eWFM, CMS, Canvas, Avaya, Geotel, etc.
Reporting and analytics experience a plus
Continuous improvement experience a plus
About ResultsCX:We encourage our people to “expect greater”, reach further and live up to their individual potential. As a leader in the customer service call center industry, we partner with Fortune 500 companies to provide exceptional customer experiences globally. We are looking to grow our teams with people who are up for a challenge and share our passion and commitment. If you are interested in an opportunity to make a difference in a fast-paced environment, ResultsCX could be right for you!

ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.Job Reference: 2600766


Source: Jobs4It

Job Function:

Requirements

Wfm Tactical Team Supervisor
Company:

Resultscx



Job Function:

Customer Service

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