BestJobs - Jobs - Workforce Team Lead - San Mateo / Shifting


  • The Team Leader, Intraday will be accountable to lead a team of Intraday Associates responsible for
    monitoring the performance of our Call Center environment. The team will use Workforce management
    and real-time monitoring systems to ensure appropriate staffing levels are available to offer our clients
    exceptional service. The incumbent will regularly meet with internal and external stake holders to manage
    the performance of the call center.
    Key accountabilities will include:
    Lead Intraday team in partnership with Quantrics Operations to manage agent adherence to
    schedule and absenteeism
    Work with Quantrics Operations team and Client Intraday team to identify, analyze and mitigate
    issues affecting our ability to meet requirements
    Monitor Queue performance and volumes to enable formulation strategies to mitigate surplus or
    shortfall of supply
    Ensure Intraday Schedule corrections and activity planning is captured in a timely fashion
    Co-ordinate production of ad hoc and regular Intraday Staff Availability reporting
    Meet with Operations team to resolve technical and agent availability concerns
    Essential skills and competencies:
    Flexibility to work autonomously in a start up environment, where constant change abounds
    Associates Degree in related field, 1-3 years experience preferred
    Proficient with Microsoft Office
    Experience with Cisco or Avaya ACDs and NICE Workforce Management is an asset
    Strong multi-tasking, prioritization and time management skills are essential
    Fluent in the English language (both written and verbal)
    Ability to work in a 24 X 7 rotating shift environment. Night shifts may be required

  • Requirements

  • Language(s): Tagalog
  • Availability for travel: No
  • Availability for change of residence: No

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Job summary

  • Workforce Team Lead

  • Rizal, Calabarzon

  • Company

  • Work type

    Permanent contract

  • Apply