team lead, workforce ManagementTeletech Customer Care Management Philippiness Inc

At TTEC, we're all about the Human Experience. Elevated. As a temporary Work from Home Workforce Management Team Lead - 030JY, be part of a team that delivers amazing employee experiences. At TTEC, we're all about the Human Experience. Elevated. As a temporary Work from Home Workforce Management Team Lead - 030JY , be part of a team that delivers amazing employee experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture. What You'll be Doing Are you up for the challenge to lead a team and deliver awesome employee experience? In this role, work with WFM Managers in overseeing, real-time monitoring and supervision of hiring activities at TeleTech - creating schedules to meet staffing requirements. Coordinate team activities and special projects while working alongside the WFM Department to meet team productivity and quality goals. During a Typical Day, You'll 1. Achieve 100% of accuracy and speed in delivery of requirements 2. Manage day-to-day operations, processes, and reporting 3. Improve the key success metrics associated with workforce management goals: a. In-chair occupancy (IOCC %) and phone occupancy (POCC %) management b. Achieve client service level objectives c. Management specialists to goals and objective d. Schedule adherence e. Outage management 4. Deliver excellent customer service and communication 5. Develop, coach, support, and evaluate WFM team 6. Ensure WFM team has tools, systems, and support needed to perform their job What You Bring to the Role At least 4 years of experience as a team lead and 2 years Workforce Management experience Six Sigma certified Proficient English, both written and verbal Knowledge of call center business Ability to manage multiple, complex, on-going tasks and projects Strong coaching skills with ability to lead and partner successfully with staff and chain of command Action planning Technology and work environment requirements for the job (Temporary Work from Home): Have the right connection - a home internet connection of 15-25 Mbps (you may do a quick check through Fast.com) Computer - we'll supply and deliver at your doorstep Must be able to hard-wire (via ethernet cord) directly into your home modem Must have a quiet workspace that is within a reasonable proximity of your router so that you can plug in while working What you'll enjoy: Competitive pay, performance-based incentives plus PHP 15,000 Signing Bonus! Real career growth opportunities Company-sponsored HMO with Health & Wellness programs for you and your family Educational assistance through tuition reimbursement A Bit More About Your Role Workforce Management (WFM)Team Leads are responsible for WFM Specialists performance, development, mentoring, and coaching to meet and continuously improve both TeleTech and client service level metrics. Lead the team in meeting all performance indicators/metrics using reporting tools and techniques specific to WFM functions. About TTEC Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and disruptive brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you. TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way.
Monster

Metro Manila
₱32,000-45,000 per month
Temporary
Full-time