Job Title: Team Lead, Performance Optimization
The Real Time Management team is seeking a highly skilled professional to drive performance and process maturity through the implementation and maintenance of best practice Workforce Management (WFM). As a key member of our team, you will be responsible for closing monitor and optimizing real-time performance, proactively addressing issues, and ensuring service level agreements are met by managing staffing, workloads, and agent activities.
* Act as a liaison between centralized and site WFM teams, facilitating effective communication and collaboration.
* Develop and maintain daily/weekly/monthly MIS reports and presentations/decks, providing insights into performance metrics and trends.
* Create schedules using Erlang for different queues across multiple locations, ensuring optimal resource allocation and productivity.
* Resolve escalated issues and requests from site management, demonstrating strong problem-solving skills and attention to detail.
* Analyze SLA deviations, develop action plans, and implement resolutions, driving continuous improvement and excellence.
* Monitor real-time queue, schedule adherence, and attendance, identifying areas for improvement and implementing corrective actions.
* Manage key daily exception requests, update schedules, and orientate breaks to ensure seamless operations.
* Schedule ad-hoc intra-day training requests, update schedules, and facilitate knowledge sharing among team members.
* Produce and analyze daily efficiency reports, representing availability, access levels, and other relevant metrics.
* PARTICIPATE in centralized and/or site management meetings, as required, contributing valuable insights and expertise.
Required Skills:
* Strong communication skills, with the ability to articulate complex ideas and concepts effectively.
* Proficiency in MS Excel and PowerPoint, with experience in creating compelling presentations and reports.
* Excellent computer skills, with the ability to navigate and utilize various software applications.
* Ability to work in a fast-paced environment, with a willingness to adapt to changing priorities and demands.
* Candidate with scheduling skills will be an added advantage.
* Ability to handle pressure situations, remaining calm and composed under stress.
* Drive for self-learning and knowledge enhancement, staying up-to-date with industry trends and best practices.