Team Lead, WFM Administration (01V3V)

Quezon City, Metro Manila, National Capital, Philippines PH

 

POSITION SUMMARY
 
The GWFM Supervisor assists the GWFM Manager in the supervision/execution of the activities and responsibilities of the Absence Line / Contingency Team, including reporting, workforce management, and real-time monitoring to provide the highest level of service to our internal clients.
The GWFM Supervisor develops a team of competent GWFM Absence Line Specialists who are committed to meeting business needs and goals.
The position collaborates with local WFM and different departments of operations, communications, IT, human resources and facilities.
 
 
RESPONSIBILITIES
 
GWFM Supervisor oversees the flawless execution of the Absence Line / Contingency team’s tasks.  This includes:
 
  • Processing all IVR correction logs in the following scheduling tools:
  • eWFM
  • NICE IEX (Telstra/ Direct TV and Sprint)
  • Teleopti (Dish)
  • Proper coding of FMLA call logs
  • Sending TextBlast requests within the given timeframe.
  • Monitoring and reporting outage, weather and contingency situations.
  • Processing all tickets in TeleTech Service Desk:
  • Absence Validation
  • Oracle New Hire
  • Oracle Project Change
  • Oracle Supervisor Change
  • Schedule removal requests
  • eWFM profile terminations
  • Sending of ASD/GSD reports
  • The WFM Supervisor is knowledgeable in BCDR processes.
  • Should be able to host BCDR calls in case his/her manager is unavailable.
  • He / She monitor specialists’ performance.
  • Monitors training programs for the GWFM team
  • Assists the GWFM Manager in an effort to increase the operational effectiveness of the Absence Line Team including: planning, assigning, and directing work of the team.
  • Contributes to the creation and enforcement of GWFM policies and procedures. This involves checking the QA and Accuracy metrics of the team.
  • Develops and manages Specialists via team meetings, one-on-one coaching, effective feedback, and step counseling. 
  • Promotes a spirit of teamwork and cooperation among those team members.
  • Learn key business objectives, timeframes, and requirements associated with each goal and task. Become a WFM process and system expert. This includes high level of knowledge of WFM practices and policies and having a thorough understanding of systems that support those functions, such as EWFM (Employee Work Force Management), Avaya, and other TeleTech and client specific tools and systems. 
  • Is expected to be a POC (Point of Contact) for WFM tools and systems if issues arise. Adapt quickly to any changes in the process. Be able to troubleshoot and analyze staffing issues, and work closely with WFM to uncover and report issues that will impact WFM systems and processes. Understand the requirements for each task while strictly adhering to TeleTech’s policies and client requirements/expectations. (Attention to detail and process, follow-through, technical knowledge, ability to learn, analysis)
  • Actively maintain and continuously improve knowledge of all relevant procedures and systems including a strong grasp of Excel, call centre statistics and telephony concepts.
  • Should gather information, analyze data, observe the process and participate in efforts to constantly look for opportunities to improve current process affecting schedule adherence and reporting and communicate their ideas to their managers regularly. (Observation, innovation, creativity, collaboration, communication)
  • Prioritize and manage tasks to ensure they are completed within set time frames and responsibilities are carried out in an efficient manner.
  • Undertake special projects that are frequently assigned in a timely and complete manner.
  • Are able to create work instructions by using vision and initiative.
  • Strive for continuous improvement on a personal, departmental and company level.
  • Support TeleTech’s Values, vision and business objectives in both words and actions and contribute positively to the maintenance and development of these goals.
  • Adheres to all company values, policies and procedures, and ensures TeleTech’s policies and procedures are administered honestly, consistently, and with sound judgment.
 
SUCCESS CRITERIA
 
The Absence Line /Contingency Supervisor is measured based on his/her team’s monthly performance. Success criteria include:
 
  • At least 98% reliability.
  • The team’s average performance for the month:       
  • At least 98% QA and accuracy score for IVR logs
  • At least 98% QA and accuracy score for TTSD Tickets.
  • At least 98% QA and accuracy score for Weather, Outage and Contingency notifications.
  • At least 98% QA and accuracy score for sending TextBlast requests.
  • At least 98% QA and accuracy score for processing eWFM profile terminations.
  • NPS score is higher than the previous rating.
 
 
BASIC QUALIFICATIONS
 
  • Strong understanding of Teletech's business, core values, and goals
  • Strong interpersonal skills in dealing with a diverse population
  • High customer service orientation
  • High level of integrity, honesty, and judgment
  • Math/statistics and computer proficiency
  • Ability to respect and ensure strict confidentiality of customer data.
  • Demonstrated multi-tasking capability and proven success in fast paced environment
  • Strong attention to detail and desire to follow procedures
  • Strong verbal and written communication skills
  • Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), or ability to learn technology quickly
  • Reporting
  • Knowledge of call center business
  • Call center experience

 

Notice to external Recruiters and Recruitment Agencies: TeleTech does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TeleTech, and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TeleTech.



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