Team Lead, Workforce Analysis

You will (Responsibilities): 

Managing, coaching and developing a team of WFM employees. Ensure employee job satisfaction, WFM business partners satisfaction, high, on time and qualitative production, output and service to the Operation and or other positions within WFM who receive the output/service of the team of WFM employees.

You are (Requirements: & Skills):

• Minimum of 5+ years in contact center workforce role.
• Bachelor’s degree in a related discipline such as communication, economics, logistics or mathematics.
• Workforce experience relative to long and short-term forecasting, scheduling, vendor requirements, real-time traffic and/or intraday management.
• Experience with NICE WFM systems as well as proficiency in Microsoft Office, particularly Excel (ie pivot tables, VisualBasic and Macro’s) and Windows.
• Ability to work successfully in an outsourced vendor environment while achieving performance expectations.
• Excellent problem-solving ability in high pressure situations.
• Excellent verbal, written communication, and presentation skills in English are a must.
• Other WFM software experience.
• May require analytical skills, solid mathematics and problem-solving backgrounds.
• Proactive working style.
• Ability to meet deadlines with accuracy.
• Proven ability to multi-task.

NICE to have (Advantages):

• Knowledge about COPC is preferred
• LEAN 6sigma is preferred