WFM Real Time Team Lead-Remote

TTEC

Englewood Colorado

United States

Customer Service / Call Center
(No Timezone Provided)

WFM Real Time Team Lead-Remote

WFM Real Time Team Lead

  •  Workforce Management (WFM) Real Time Team Leads are responsible for WFM Specialists performance, development, mentoring, and coaching to meet and continuously improve both TTEC and client service level metrics.
  • WFM Real Time Team Lead oversee reporting and real-time monitoring. They assist WFM Managers in the supervision and execution of the activities and responsibilities of WFM department.
  • WFM Real Time Team Lead are responsible for creating schedules based on trend analysis to meet staffing requirements. They are held accountable for schedule adherence, absenteeism, call volume, in chair occupancy, average call handle time and other components of the overall work flow.
  • WFM Real Time Team Lead hold team accountable for meeting all performance indicators/metrics using reporting tools and techniques specific to WFM functions. They coordinate team activities and special projects. Lead staff in accordance with policies and procedures of TTEC and client requirements and expectations. Evaluate department processes. Recommend and coordinate needed changes based on process analysis. WFM Real Time Team Lead are responsible to meet team productivity and quality goals. Communicate with managers and other business partners.
  • Key Performance Objectives

  • Achieve 100% of accuracy and speed in delivery of requirements. WFM Real Time Team Lead actively implement strategies and initiatives to enable the business to achieve its objectives. Communicate the core strategy and goals to the WFM Specialists. Establish metrics for success, set clear daily staffing and scheduling priorities, and drive the team to meet goals. Understand the key business objectives, timeframes, and requirements associated with each workforce goal. WFM Real Time Team Lead perform trend analysis and forecasting and adjust schedules to meet staffing requirements. (Strategic planning, project management, results orientation, business acumen, strategic thinking, enthusiasm)
  • Manage day-to-day operations, processes, and reporting. WFM Real Time Team Lead maintain scheduling consistency for associates based on absenteeism, attrition, breaks, lunches, time off, vacations, outages, etc. They are responsible for real time monitoring and updating of associates schedules and for schedules of the WFM team. WFM Real Time Team Lead analyze intra-day staffing reports; suggest changes to staffing in order to meet service level client expectations and requirements. They schedule and conduct regular staff meetings with WFM Specialists, management and Operations team. Available for teams’ questions, issues. Ensure resolution of issues. Monitor and measure progress towards forecasted trends. (Teamwork and collaboration, problem solving, accountability, people skills, results orientation, relationship building)
  • Improve the key success metrics associated with workforce management goals. These include:
  • In-chair occupancy (IOCC %) and phone occupancy (POCC %) management
  • Achieve client service level objectives
  • Management specialists to goals and objectives
  • Schedule adherence
  • Outage management
  • WFM Real Time Team Lead gather information, analyze data, observe the process, and lead the effort to consistently improve each workforce process and performance. This includes challenging every aspect of the processes. Recommended changes must be monitored and measured to ensure bottom-line impact to the process. (Data analysis, ROI calculations, persuasion, problem solving, strategic thinking, achievement motivation)
  • Deliver excellent customer service and communication. WFM Real Time Team Lead respond to all workforce issues as appropriate. Maintain a positive, respectful and caring attitude. Communicate staffing and scheduling problems clearly and collaborate with direct reports/business partners that issues will be resolved quickly with a minimum of long term impact. Proactively share all workforce management issues with managers and other team leads as needed. Work closely with Global Operations Support Center (GOSC) team and with Operations team. Take personal responsibility for problems and solutions. (Communication, helpful, conflict resolution, take ownership, enthusiasm, customer focus)
  • Develop, coach, support, and evaluate WFM team. Responsible for development of WFM Specialists. WFM Real Time Team Lead establish realistic team goals and performance objectives. Provide feedback to WFM Specialists. They hold team accountable for meeting all performance indicators/metrics, using reporting tools and techniques. Coach and provide career development advice to the team. (Coaching, achievement motivation, influence, communication, mentor, judgment, accountability)
  • Ensure WFM team has tools, systems, and support needed to perform their job. Escalate system level issues to the appropriate systems/IT support/ vendor team. Clearly identify all system level errors including the scope of problems and relative urgency. Provide clear documentation of problems via e-mail or ticketing system to the appropriate team. Ensure that problems have been addressed. (Problem solving, system troubleshooting, communication, reporting, attention to detail)
  • Basic Qualifications

  • Strong understanding of TeleTech’s business, core values, and goals
  • Strong verbal and written communication skills
  • Ability to manage multiple, complex, on-going tasks and projects
  • Ability to lead and partner successfully with staff and chain of command
  • Proficient English, both written and verbal
  • Math/statistics and computer proficiency
  • Great interpersonal skills
  • Strong attention to detail
  • Open, honest, and empathetic manner when dealing with people
  • Strong attention to detail and desire to follow procedures
  • High customer service orientation
  • Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), or ability to learn technology quickly
  • High level of integrity, honesty, and judgment
  • Data analysis and reporting
  • Action planning
  • Preferred Qualifications

  • Knowledge of call center business
  • Strong coaching skills
  • Action planning
  • Six sigma certifications
  • 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.

    WFM Real Time Team Lead-Remote

    TTEC

    Englewood Colorado

    United States

    Customer Service / Call Center

    (No Timezone Provided)

    WFM Real Time Team Lead-Remote

    WFM Real Time Team Lead

  •  Workforce Management (WFM) Real Time Team Leads are responsible for WFM Specialists performance, development, mentoring, and coaching to meet and continuously improve both TTEC and client service level metrics.
  • WFM Real Time Team Lead oversee reporting and real-time monitoring. They assist WFM Managers in the supervision and execution of the activities and responsibilities of WFM department.
  • WFM Real Time Team Lead are responsible for creating schedules based on trend analysis to meet staffing requirements. They are held accountable for schedule adherence, absenteeism, call volume, in chair occupancy, average call handle time and other components of the overall work flow.
  • WFM Real Time Team Lead hold team accountable for meeting all performance indicators/metrics using reporting tools and techniques specific to WFM functions. They coordinate team activities and special projects. Lead staff in accordance with policies and procedures of TTEC and client requirements and expectations. Evaluate department processes. Recommend and coordinate needed changes based on process analysis. WFM Real Time Team Lead are responsible to meet team productivity and quality goals. Communicate with managers and other business partners.
  • Key Performance Objectives

  • Achieve 100% of accuracy and speed in delivery of requirements. WFM Real Time Team Lead actively implement strategies and initiatives to enable the business to achieve its objectives. Communicate the core strategy and goals to the WFM Specialists. Establish metrics for success, set clear daily staffing and scheduling priorities, and drive the team to meet goals. Understand the key business objectives, timeframes, and requirements associated with each workforce goal. WFM Real Time Team Lead perform trend analysis and forecasting and adjust schedules to meet staffing requirements. (Strategic planning, project management, results orientation, business acumen, strategic thinking, enthusiasm)
  • Manage day-to-day operations, processes, and reporting. WFM Real Time Team Lead maintain scheduling consistency for associates based on absenteeism, attrition, breaks, lunches, time off, vacations, outages, etc. They are responsible for real time monitoring and updating of associates schedules and for schedules of the WFM team. WFM Real Time Team Lead analyze intra-day staffing reports; suggest changes to staffing in order to meet service level client expectations and requirements. They schedule and conduct regular staff meetings with WFM Specialists, management and Operations team. Available for teams’ questions, issues. Ensure resolution of issues. Monitor and measure progress towards forecasted trends. (Teamwork and collaboration, problem solving, accountability, people skills, results orientation, relationship building)
  • Improve the key success metrics associated with workforce management goals. These include:
  • In-chair occupancy (IOCC %) and phone occupancy (POCC %) management
  • Achieve client service level objectives
  • Management specialists to goals and objectives
  • Schedule adherence
  • Outage management
  • WFM Real Time Team Lead gather information, analyze data, observe the process, and lead the effort to consistently improve each workforce process and performance. This includes challenging every aspect of the processes. Recommended changes must be monitored and measured to ensure bottom-line impact to the process. (Data analysis, ROI calculations, persuasion, problem solving, strategic thinking, achievement motivation)
  • Deliver excellent customer service and communication. WFM Real Time Team Lead respond to all workforce issues as appropriate. Maintain a positive, respectful and caring attitude. Communicate staffing and scheduling problems clearly and collaborate with direct reports/business partners that issues will be resolved quickly with a minimum of long term impact. Proactively share all workforce management issues with managers and other team leads as needed. Work closely with Global Operations Support Center (GOSC) team and with Operations team. Take personal responsibility for problems and solutions. (Communication, helpful, conflict resolution, take ownership, enthusiasm, customer focus)
  • Develop, coach, support, and evaluate WFM team. Responsible for development of WFM Specialists. WFM Real Time Team Lead establish realistic team goals and performance objectives. Provide feedback to WFM Specialists. They hold team accountable for meeting all performance indicators/metrics, using reporting tools and techniques. Coach and provide career development advice to the team. (Coaching, achievement motivation, influence, communication, mentor, judgment, accountability)
  • Ensure WFM team has tools, systems, and support needed to perform their job. Escalate system level issues to the appropriate systems/IT support/ vendor team. Clearly identify all system level errors including the scope of problems and relative urgency. Provide clear documentation of problems via e-mail or ticketing system to the appropriate team. Ensure that problems have been addressed. (Problem solving, system troubleshooting, communication, reporting, attention to detail)
  • Basic Qualifications

  • Strong understanding of TeleTech’s business, core values, and goals
  • Strong verbal and written communication skills
  • Ability to manage multiple, complex, on-going tasks and projects
  • Ability to lead and partner successfully with staff and chain of command
  • Proficient English, both written and verbal
  • Math/statistics and computer proficiency
  • Great interpersonal skills
  • Strong attention to detail
  • Open, honest, and empathetic manner when dealing with people
  • Strong attention to detail and desire to follow procedures
  • High customer service orientation
  • Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), or ability to learn technology quickly
  • High level of integrity, honesty, and judgment
  • Data analysis and reporting
  • Action planning
  • Preferred Qualifications

  • Knowledge of call center business
  • Strong coaching skills
  • Action planning
  • Six sigma certifications
  • 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.