Deskripsi Pekerjaan
Join Moder Solutions Inc. as a Workforce Management Team Lead and drive operational excellence in our dynamic call center environment. This pivotal role offers you the opportunity to lead a high-performing team of WFM Analysts, transforming data-driven insights into actionable strategies that optimize workforce efficiency and service delivery. You'll spearhead forecasting, scheduling, and real-time management initiatives while fostering a culture of continuous improvement. If you're passionate about leveraging analytics to solve complex operational challenges and developing talent within a fast-paced setting, this role will empower you to make a significant impact on our business growth.
As a key strategic partner, you'll collaborate across departments to align workforce plans with organizational goals, ensuring optimal resource allocation during peak demand periods. This position requires a blend of technical expertise and leadership acumen to navigate the evolving landscape of workforce management. You'll champion best practices in scheduling accuracy, adherence monitoring, and performance analytics while mentoring your team to achieve excellence. With competitive compensation and a commitment to professional development, Moder Solutions Inc. provides the ideal platform for your leadership journey.
Tanggung Jawab
- Lead, mentor, and develop a team of WFM Analysts through performance coaching and skill development initiatives
- Oversee end-to-end workforce planning including forecasting, scheduling, and real-time management of call center resources
- Implement and optimize workforce management strategies to achieve service level agreements and operational efficiency targets
- Collaborate with operations, HR, and finance departments to align workforce strategies with business objectives
- Monitor and analyze key performance metrics (AHT, FTE, adherence, occupancy) to drive continuous improvement
- Develop and maintain accurate staffing models, considering seasonality, campaign impacts, and business growth
- Ensure compliance with company policies and industry regulations in all workforce management processes
Kualifikasi
- Bachelor's degree in Business Administration, Mathematics, Statistics, or related field
- Minimum 3 years of experience in Workforce Management with 1+ years in team leadership role
- Proficiency in WFM software (IEX, Verint, NICE, or similar) and MS Office Suite
- Strong analytical skills with ability to interpret complex data and make data-driven decisions
- Proven experience in call center operations with deep understanding of KPIs and SLAs
- Excellent leadership abilities with track record of developing high-performing teams
- Exceptional communication skills with ability to present findings to stakeholders at all levels