job description
Join Teleperformance as a Workforce Management Team Leader in the vibrant heart of Bali! This is your opportunity to lead a dynamic team in a fast-paced call center environment, where your strategic planning and leadership skills will drive operational excellence.
As a Workforce Management Team Leader, you will play a pivotal role in optimizing staffing levels, ensuring service level agreements are met, and fostering a high-performance culture. Youâll collaborate with cross-functional teams to forecast workloads, create efficient schedules, and monitor real-time adherence to deliver exceptional customer experiences.
Teleperformance offers a competitive salary, career growth opportunities, and a supportive team culture that values innovation and professional development. If youâre a results-driven leader with a passion for workforce optimization, we want to hear from you!
Start ASAP and make an impact in one of the worldâs leading customer experience companies.
Responsibility
- Develop and implement workforce management strategies to optimize staffing levels and meet service level targets.
- Forecast call volume, workload, and staffing requirements using data-driven analytics.
- Create and maintain efficient employee schedules to ensure optimal coverage and adherence to business needs.
- Monitor real-time adherence and performance metrics, making adjustments as needed to maintain operational efficiency.
- Collaborate with HR and operations teams to align workforce planning with business objectives and employee development goals.
- Analyze key performance indicators (KPIs) and provide actionable insights to improve productivity and customer satisfaction.
- Lead, mentor, and train workforce management analysts and team members to enhance their skills and performance.
- Ensure compliance with company policies, labor laws, and industry regulations in all workforce management activities.
Qualifications
- Bachelorâs degree in Business Administration, Human Resources, or a related field (or equivalent work experience).
- Minimum of 3 years of experience in workforce management, preferably in a call center or BPO environment.
- Proven leadership skills with experience managing and developing a team.
- Strong analytical and problem-solving abilities, with proficiency in workforce management tools and software.
- Excellent communication and interpersonal skills to collaborate effectively with stakeholders at all levels.
- Ability to work under pressure, meet tight deadlines, and adapt to changing business needs.
- Familiarity with call center metrics, such as Average Handling Time (AHT), Service Level, and Occupancy.
- Proficiency in Microsoft Excel and workforce management systems (e.g., Aspect, NICE, or Verint).