Job
Title: Real Time Team
Leader (WFM). Department:
Ops -Workforce
Management. Travel
Required : May be required
to travel as per Business requirements. Reports
to : WFM
Manager. Location:
Eastpoint Business Park (Alfie Byrne, Dublin). 100%,
ON-SITE. Contract
Type:
Permanent. Grade:
B2 across Multi-Channel
Operations. Continually optimizing schedules and
exceptions on 2 – 4 Weekly Outlook, and Hosting daily service stand
up meetings with stakeholders to review Actuals, Trends, Outlook
and highlight tactical changes required to ensure improvement to
Interval wise delivery, Daily Service level targets
etc.
Management of personal and professional
development and coaching plans of allocated Real Time
Analysts.
Providing technical coaching, feedback and
support to your team and aligning with industry best practices and
standards within a WFM function, working closely with the Planning
Forum and the Real Time Manager to achieve this.
Enhancing and maintaining required
interdepartmental relationships, and collaborate
closely with all teams and members, i.e. workforce management,
quality assurance, and training, to coordinate efforts and ensure
maximum efficiency in call center operations
Clear Understanding of
Real Time function and the measurable metrics to be reported on.
You will be responsible for preparing daily, weekly,
and monthly reports that provide insights into call center
performance, including agent productivity, call volumes, and
service level achievement.
Performance management of the team and
setting of clear performance targets for development reviews,
ability to provide feedback and capable of highlighting behavioral
issues.
Making key business decisions and being a
point of contact/escalation point in fast paced, high pressure
environments. Including taking ownership of Incidents, leading in
the notifications of trivial and minor level incidents that impact
forecast requirements to Internal/ Client
stakeholders. Recommended
Qualifications