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WFM Team Leader

Basic Information

Ref Number

Req_00153753

Primary Location

Iloilo Pavia

Country

Philippines

Job Type

Support Positions

Work Style

On Site

Description and Requirements

Job Description:

  • Supervises and oversees the day-to-day activities of Call Center Coordinators. Ensures that all CCCs are properly monitoring and accurately recording metrics of the different Operations accounts and enforcing the implementation of policies and procedures per account. 

  • Drives for the optimal conduct of call center operations to meet service level agreements with Clients.

  • Performs intraday management analysis.  Analyzes and interprets day-end performance reports of the different accounts and translates information into action plans.  

  • Provides reports as required by Operations and Clients and submits them in a timely manner.

  • May be required to devise new processes, policies, and procedures to achieve better account performance, subsequently contributing to the attainment of service commitments to Clients.

  • Coordinates with Operations Managers / Directors, Team Captains, and associates of related Support groups to discuss various concerns hindering / affecting the attainment of Client service commitments.  Keeps abreast of Operations updates that impact intraday management of accounts.  Ensures that Workforce, Operations accounts, and other Support groups are aligned with processes, policies, and procedures that may impact Operations.

  • Conducts regular performance evaluations sessions with direct reports.

  • Prepares payroll data of direct reports and ensures accuracy and completeness of document.

Qualifications:

  • Bachelor's Degree preferably with Math background

  • Two (2) to three (3) years Workforce Management experience in a Supervisory capacity within the call center / customer service industry.

  • Working knowledge of workforce management processes, concepts and principles (i.e. staffing projections, scheduling, service level analysis, metrics monitoring).  

  • Prior knowledge of client specifics (i.e. nature of account, metrics) preferred.  

  • Proficiency with MS Office applications (i.e. MS Word, Excel) as well as call center-specific software and applications (i.e. Baleen, BluePumpkin, CentreVu).




Language Reference
English

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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