Deskripsi Pekerjaan
Join EXL Services as a WFM Team Lead and take your career in Workforce Management to the next level! We are seeking an experienced professional to lead our dynamic team in optimizing workforce efficiency and ensuring operational excellence in our call center operations.
As a WFM Team Lead, you will play a crucial role in forecasting staffing needs, scheduling employees effectively, and monitoring adherence to ensure service level agreements are met. This is an excellent opportunity to showcase your leadership skills while making a significant impact on our business operations.
At EXL Services, we value innovation, collaboration, and continuous improvement. You'll work in a fast-paced environment where your contributions directly influence our success. We offer competitive compensation, comprehensive benefits, and a clear path for career advancement.
If you're ready to take on a challenging role where you can apply your expertise in workforce management while developing leadership skills, we encourage you to apply now. We are looking for urgent joiners to join our growing team in Cebu City!
Tanggung Jawab
- Lead and manage a team of workforce management specialists
- Develop and implement accurate workforce forecasts based on historical data and business projections
- Create and maintain optimal employee schedules to ensure service level targets are met
- Monitor real-time adherence to schedules and make adjustments as needed
- Analyze WFM reports and metrics to identify trends and opportunities for improvement
- Collaborate with operations, HR, and other departments to coordinate staffing needs
- Coach and develop team members to enhance their skills and performance
- Ensure compliance with company policies and industry regulations
Kualifikasi
- Bachelor's degree in Business Administration, Industrial Engineering, or related field
- Minimum of 3-5 years of experience in workforce management, preferably in a call center environment
- Previous team leadership or supervisory experience
- Proficiency in WFM software and tools (e.g., IEX, Calabrio, Verint)
- Strong analytical skills with the ability to interpret complex data
- Excellent communication and interpersonal skills
- Ability to work under pressure and make decisions in a fast-paced environment
- Knowledge of relevant labor laws and regulations in the Philippines