Workforce Team Leader

Role Responsibilities:
Forecasting, Scheduling and Real Time Analysis of productivity to ensure that goals are met or exceeded
Understand and plan all aspects of staffing and capacity management for all sites directly responsible
Organize and create methods of communication, policies, and procedures that work in collaboration with Operations, Training and Quality, Information Technology, and Human Resources at all levels
Provide clear and concise reporting of team, skill, and center statistics such as service level, occupancy, interval adherence, and absenteeism at determined frequencies
Make recommendations to implement improved processes
Responsible for respective department's overall performance and for motivating team to exceed department goals and objectives

Role Profile:
Graduate of any related 4 year course (HR, Psych, or Business Courses)
Has background in Inbound, Outbound, and Non-Voice Services (knowledge on all lines of businesses is a plus)
Preferably with at least 2-3 years experience in Workforce Management
Minimum of 5 years’ experience managing Workforce Operations in a Customer Care and/or BPO operation, with client and senior management interaction
One year prior experience working with workforce management technologies ideally TCS, IEX or Blue Pumpkin
One year prior experience with Avaya or other ACD phone system required
Strong analytical skills and ability to apply those real-time
Excellent problem solving and decision-making skills
Excellent oral and written communication skills at all levels of the organization
Proficiency in Microsoft Office applications including Excel, PowerPoint and Word
Exceptional motivational, interpersonal and customer service skills; Demonstrated leadership skills.
Ability to speak in front of medium to large sized groups of people
Schedule Flexibility
Team Player
Dependability regarding completion of assignments and attendance.
Candidate must possess at least a Bachelor's/College Degree , Computer Science/Information Technology, Human Resource Management, Business Studies/Administration/Management, Psychology or equivalent.
At least 2 year(s) of working experience in the related field is required for this position.
Preferably 1-4 Yrs Experienced Employees specializing in IT/Computer - Software or equivalent.
Full-Time position(s) available.

Apply Here: https://docs.google.com/forms/d/e/1FAIpQLSdk5sivlgV7sBh_dzmCmAXqDRc9Vdlc6083POupB3BBHDp-XA/viewform