Workforce Specialist

Looking for Workforce Management Lead experts.

"Please send across your resume at "sapna.chawla@teleperformance.com".

Job Title: WFM Team Leader

Roles and responsibilities:

• Lead, mentor, and manage a team of WFM professionals, fostering a collaborative and high-performance work environment.

• Develop and manage employee schedules to ensure adequate coverage and efficient use of resources.

• Analyze historical data and trends to forecast staffing needs and ensure alignment with business demands.

• Identify opportunities for process improvements and implement strategies to enhance workforce efficiency.

• Ensure compliance with labor laws and organizational policies related to workforce management.

• Work closely with other departments to understand their staffing needs and provide support in workforce planning.

• Provide training and development opportunities for WFM team members to enhance their skills and knowledge.

• Address and resolve any workforce-related issues or conflicts that arise.

• Performance and RCA of the previous day, clearly indicating gaps and opportunity areas.

• Intraday outlook for the day along with operational constraints for the day to be recorded and mitigation plan modified accordingly & agreement from operation on suggested plan

• Analyze & highlight gap between scheduling output and actual performance.

• RTA handover to be recorded, summarized and content should be available for future reference and learnings.

• End to end knowledge of tools used by RTA and Agent.

• Prepare a skill progress report for the team.

Additional QUALIFICATIONS

• Experience: Proven experience in workforce management or a related field, with at least 2-5 years in a leadership role.

• Skills: Strong analytical, problem-solving, and organizational skills. Excellent communication and interpersonal skills. Proficiency in WFM software and tools.

• Proficient in MS Excel

Preferred Attributes:

• Ability to work under pressure and manage multiple tasks simultaneously.

• Strong attention to detail and commitment to data accuracy.

• A proactive approach to identifying and solving problems.