WFM Team Lead (Verint required) | BGC Taguig

About this role

Key Qualifications:

• Amenable to work in shifting schedules.

• Amenable to work ONSITE in BGC Taguig

• Able to start ASAP

Education and Other Requirements:

• Minimum experience of 4 years with customer service and workforce in the BPO/BPM industry

• Must have Verint background (required)

• Bachelors degree in any course

• A minimum of 2 years in a leadership role. Must already have experience in a team leader role.

• Willingness to work in rotational shifts

General Knowledge & Skills:

• Demonstrates understanding of end to end real-time monitoring, forecasting, scheduling, and capacity planning

• Technical functional knowledge – adept in adapting to changes in tools and processes – including ASPECT tool, IEX, Genesys, SAP and oracle.

• Experience in managing teams

• Able to coach, mentor, motivate and interact with people

Job Responsibilities:

• Ensure that workforce is staffed optimally by creating forecast and staffing models

• Monitor request queues on a real time basis and ensure adherence to the planned and prepared schedules based on volume forecast

• Monitor SLAs and initiate contingency plans

• Makes data-supported recommendations

• Builds effective working relationships with internal and external clients/customers
Benefits

• HMO for Employee and 2 Dependents (On Day 1)

• Quarterly performance bonus

• Outstanding career development opportunities

• 24 Leaves Annually