The WFM Team Lead is responsible for leading a team of employees who are responsible for planning, forecasting, scheduling and real-time resource management of in-center and remote agents. You are expected to establish effective relationships with internal and external partners to ensure daily service level metrics and business goals are met. You will be responsible for communicating company policies, disseminating announcements and requirements to staff and ensuring operational decisions comply with existing policies and guidelines as aligned to your functions under Workforce Management.
As a team leader, you will be responsible for developing and motivating your team through regular coaching and by providing regular feedback that leads to improved results to support the overall operations of the business.
What youll do:
1. Responsible for short-term and long-term workload forecasting.
2. Understand and plan all aspects of staffing and capacity management for all sites under scope. Increase efficiency and recommend staffing strategies.
3. Provide clear and concise reporting of team, skill, and center statistics such as service level, occupancy, interval adherence, and absenteeism at determined frequencies.
4. Serve as a trusted partner and advisor to the leadership team.
5. Organize and create methods of communication, policies, and procedures that work in collaboration with Operations, Training and Quality, Information Technology, and Human Resources at all levels
6. Develop and motivate WFM Team through regular coaching and feedback that lead to improved results. Partner with training and operations to coordinate all required training.
7. Conduct monthly coaching and performance feedback to direct reports.
8. Partner with employees and payroll coordinators to ensure timekeeping requirements are provided timely and accurately for a smooth payroll processing process.
9. Perform other duties as assigned by management