JobAll candidates should make sure to read the following job description and information carefully before applying.
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
Job Summary /
OverviewAs a Real Time, Team
Leader (WFM) you will be responsible for managing a team of Real
Time Analysts, driving the monitoring real time activities,
exception updates, and providing insights to business, ensuring the
smooth operation of account resource deliverables for Inbound,
Backoffice and Outbound Operations.
Their key role is to monitor
and control the day-to-day operations to achieve key performance
indicators (KPIs), such as Schedule to Forecast, Adherence,
Occupancy, Productivity, Delivery of Intra, Daily, Weekly, Monthly
volumes and forecasted requirements.
supporting cost and quality of
Operations
You would monitor
and adjust staffing levels based on real-time data, such as call
volumes, customer demand, or production targets.
This involves
making tactical changes to schedules, coordinating overtime or
training as needed, and notifying/ addressing any unexpected
changes that may impact workforce availability.
You'll have the
responsibility of generating reports and analyzing key workforce
metrics to identify trends, patterns, and areas for improvement.
By
tracking and analyzing data, you can identify potential
inefficiencies and implement strategies to optimize workforce
productivity and adherence to service
levels.Key Responsibilities and
Accountabilities
(may perform other
duties as requested not specifically addressed in this
document)
You will oversee a team of Real
Time Analysts, and support the Monitoring and analyze real-time
delivery and tracking of performance against planned forecast and
assumptions: This involves constantly monitoring call queues, agent
availability, key metrics/ assumptions, and drive real Time
decisions and adjustments to balance the availability of resources
to meet forecast demands, and ensure that service level agreements
are met 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.
If there are any critical issues or system failures
affecting the call center's operation, you will escalate them to
the appropriate department for prompt resolution Escalation Point: When issues or
complex customer queries arise, you will become the escalation
point for agents.
They provide guidance, assistance, and resolution
strategies to ensure a positive customer
experience
With
your strong analytical skills, the ability to make quick decisions,
and excellent communication skills you should be proactive,
detail-oriented, and capable of handling high-pressure
situations
Adoption and communication of global intraday and
scheduling guidelines to appropriate stakeholders Enforce real time adherence in
all Work Types and Markets within the scope of
operation
Monitor the volume of contacts at interval level, as
well as the proper use of activity codes, overall onsite/offsite
shrinkage, variations in AHT, and any other real time events that
contribute or impact negatively in the execution of planned
productivity hours to meet SLAs Constant interaction with Meta,
reporting site performance; including but not limited to staffing
compliance, skilling status, and outages Provide visibility and reporting
capabilities of main KPIs related to intraday and scheduling
functions such as adherence, shrinkage components, projected
interval compliance, and bidding completion Creation and optimization of
schedule shells, allocating productive time based on interval level
staffing needs, following region specific labor
laws
Appropriate distribution of programmed shrinkage
(activity codes) to guaranteethe accuracy of projections
related to productive staffing commitment Develop and maintain a
scheduling matrix for each specific site and region; adequately
updating information related to labor laws, shift types, and other
considerations required to appropriately perform scheduling
tasks
Recognize
and communicate challenges and areas of improvement during, and
after scheduling cycles; providing solutions to meet staffing
expectations at interval level
Recommended
Qualifications
Preferred - Require hands-on experience with specific
platforms (Agent Connect, Anaplan, IEX or any other WFM Systems).
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Knowledge of Power BI like Tableau.
Strong analytical ability,
leadership, and expertise in forecasting, scheduling, and real-time
management
Dynamic leader with experience and passion for
managing large and diverse teams across multiple sites in a
fast-paced environment, able to deal with rapid change and
ambiguity
3+
years of tenure in WFM intraday and scheduling
positions
Proven experience in operating and directly handling a
scope of more than 500 FTEs
Proven experience in scheduling distribution/bidding
of more than 2000 FTEs Creative and problem solving
oriented
Know-how in managing real time adherence in different
lines of business in a multi-skill environment simultaneously
(shrinkage, outages, under/overstaffing, etc.)Excellent communication
skills
Proactive and able to take decisions based on real
time situations
Knowledge of WFM tools (Aspect, Verint, IEX) - Aspect
preferable
Advanced Excel skills (LOOKUP, INDEX, IFS, Pivot
Tables, MATCH, table arrays, macros)Studies in Engineering, Business
Administration, or related fields Experience working with
internal/ external stakeholders in multiple geographic
regions
Preferred trust and safety experience