Wfm team lead
at ttec, we're all about the human experience.
elevated.
as a team lead - workforce management - real time, you'll be a part of creating and delivering amazing customer experiences while you also #experiencettec, an award-winning employment experience and company culture.
what you'll be doing
- analyze trends and provide input on improving service levels on real-time and intraday basis.
- analyze trends and provide input on improving adherence on real-time and intraday basis.
- maintain and publish absenteeism report
- manage the real time team
- manage/track shrinkage (paid and unpaid)
- manage/track schedule adherence
- scheduling realtime (intraday)
- create, upload and review schedules to ensure alignment with stp requirement
- manage/track resource planning (short term: 1 to 4 weeks)
- scheduling of discretionary activities such as training, meetings, overtime, shift rollover, etc.
(plotting included)
- monitoring productivity metrics and schedules to ensure adequate staffing in coordination with training, meetings, 1:1 sessions, breaks/lunches, etc.
- pto tracker
- coordinate and execute real-time and intraday configuration and staff plan across multiple internal and external partners.
- be the wfm main point of contact for internal and external partners on an intraday basis for wfm operations
- manage/track delivery (hours)
you'll report to the senior manager, workforce management.
you'll impact the business, the teams you support, and the various departments that you partner with on a consistent basis through your analysis and recommendations.
during a typical day, you'll
- review teams performance and kpis and service level projections for the coming week
- discuss performance with stakeholders
- prepare performance review file
- update headcount file (client file for delivery and supply)
- review headcount file with ttec stakeholders
- present headcount file to client
- work with remote sites, including other geo's, in a centralized wfm environment
- oversee intraday management of scheduling procedures, analysis of realtime workload requirements, and call routing to manage performance to service level requirements
- oversee analysis and reporting of employee performance including schedule adherence
- agent onboarding, offboarding, re-hire, etc.
- filing tickets to change the agent status in client tool
- file tip tickets in client tools for wfm related issues
- publish performance summary like news letters
- analyze trends and provide input on improving occupancy on real-time and intraday basis.
- maintain and publish attrition report
- be the wfm main point of contact for internal and external partners for all hc related topics
- manage/track resource planning (long term: month over month requirement of new hire, ramps, internal transfers, etc.)
- agent hc planning for operations (plan new hire requirements)
- maintain new hire tracker and update any potential red flag
- provide support in creation of capacity plans, ramp plan, and recruitment plan.
- update floor plans and seat utilization
- update data is ttec tools like staff point and others
- update global shift alignment for ttec
- keep a track on employee internal movements
- identify root-causes, to determine and quantify reasons for forecast variance and recommend changes to meet kpis
- track outages and its impact.
share/publish the details with internal and external stakeholders till the issue is resolved.
- calculate outage impact (loss of production, hours, etc)
- manage ad-hoc requirements from ops & any other functions
- maintain and report planned vs actual numbers for all wfm metrics
- drive audit
- analyse results and develop plans to mitigate gaps and drive change in wfm compliance
- articulate reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness.
- support operations with daily/weekly/monthly reports and other dashboards
- assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.
what you bring to the role
- associate degree, technical school or equivalent work experience
- continuously promote a performance-driven culture and always work towards reaching for amazing
- consistently mentor, inspire, and support the associate's career mobility
- engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks
- customer focused mindset
- computer savvy
what you can expect
- knowledgeable, encouraging, supporting and present leadership
- diverse and community minded organization
- career-growth and lots of learning opportunities for aspiring minds
- and yes... all the competitive compensation, performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you
*about ttec*
our business is about making customers happy.
that's all we do.
since 1982, we've helped companies build engaged