Team Leader, workforce managementBell

Job Req ID: 296894
At Quantrics, we consider our people our most important asset. Our focus is not only on creating a great customer experience - its about building and promoting a culture of constant team member growth, creating a sense of family, and working together to improve our lives and the lives of those in our local communities
We do not just offer a stellar working environment; we also offer amazing benefits and very competitive compensation packages. We also make employee advancement and overall wellbeing a priority because we value our employees above all else.
Team Leader, Support Apply now »
Are you a collaborative leader that focuses on the team's immediate needs and addresses it with solutions and results?
Are you someone who can work under pressure when there is sudden request?
Do you have excellent problem-solving skills when there are shortfalls and no surplus?
Are you a leader who ensure that business operates within the company's vision?
Do you have a creative mind for campaign strategies to work and be effective?
Are you someone who is experienced and good with client management?
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aAs the Team Leader, you will be accountable for a team of Workforce Management Associates responsible for monitoring the performance of our call center environment. Your team will use Workforce management and real-time monitoring systems to ensure that appropriate staffing levels are available to offer our clients the exceptional service they deserve. You will also regularly meet with internal and external stakeholders to manage the performance of the call center.
Qualities such as team management skills and organizational acumen are essential for this role, as it will be your job to manage a diverse team as they ensure that our operations are streamlined. If you are sure that you can handle this, then we want you to join our team!
You will have an opportunity to...
Lead onsite WFM team and partner with the Quantrics Operations teams to manage agent adherence to schedule and absenteeism
Work with the Quantrics Operations team and Partner Intraday team to identify, analyze, and mitigate issues affecting our ability to meet requirements
Monitor queue performance and volumes to enable formulation of strategies and mitigate surplus or shortfall of required supply
Ensure that schedule corrections and activity planning is captured in a timely fashion
Coordinate production of ad-hoc and regular reporting
Meet with Internal and External Teams to resolve technical and agent availability concerns
You will be a great fit on our team if...
Flexibility to work autonomously in a start-up environment, where constant change abounds
Associates Degree in a related field, 5 years of experience preferred
Proficient with Microsoft Office
Experience with Cisco, Avaya ACDs, and NICE Workforce Management is an asset
Strong multi-tasking, prioritization, and time management skills are essential
Proven ability to lead a team, focusing on employee coaching and development
Strong communication skills (both verbal and written)
Fluent in the English language (both written and verbal)
Ability to work in a 24/7 rotating shift environment. Night shifts may be required
Ability to operate independently, with the decision making skills necessary to function in potentially high-stress situations
Detail- and process- oriented
Proactive and action-oriented with proven ability to work with minimal supervision and direction
Experience with NICE IEX Workforce Management
If this role sounds interesting to you, please click apply. We'd love to hear from you!
Additional Information:
Position Type: Management
Job Status: Regular - Full Time
Position Level: Q22
Application Deadline: 06/30/2021
Quantrics is committed to fostering an inclusive, equitable, and accessible environment where all employees and customer feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential.
Bell

Naga City, Camarines Sur
Permanent
Full-time