WFM Team Leader - Gdańsk

Position: WFM Team Leader

Location: Gdańsk, Poland

Work Model: on site

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

• Ensure team tasks and deliverables are completed accurately and on time
• Set performance goals for all team members
• Advise, implement, and verify that processes adhere to industry best practices.
  Perform impact and trend analysis to suggest cost-effective strategies
• Collaborate with Operations and WFM Leadership on scope, processes, and guidelines
• Partner with customers on initiatives to support new business growth.
  Ensure proper escalation procedures are followed
• Develop WFM staff in their area of expertise.

REQUIREMENTS:

• Expert in workforce management processes, concepts, and principles (such as staffing forecasts, scheduling, service level analysis, and metrics monitoring) Experience in the BPO sector is an advantage
• Extensive knowledge of call center operations and structure
• Proficient in MS Office Applications (such as MS Word and Excel) and Google Suite (including spreadsheets, data studio, slides, etc.),
• Experienced working with call center-specific software and tools (such as Verint, IEX, and CMS)
• Strong team player with demonstrated ability to influence key stakeholders
• Skilled in statistical and financial analysis
• Thorough knowledge of local labor laws and regulations
• Proficiency in English
• Ability to showcase innovation and sound judgment in decision-making and problem-solving
• Flexibility to adapt to varying work schedules and hours
• Proficient negotiation skills.

OFFER:

• Freedom to implement your own ideas in a highly motivated team
• Close cooperation with other departments
• A demanding and comprehensive area that encourages shaping customer service for our key partner
• Internal training and learning opportunities
• Career opportunities in an international company
• Committed and motivated Team
• Private medical healthcare
• Medicover Sport card
• Co - financing of online courses on three different platforms
• And many others!