Team Manager - Workforce Management
Core
Lead and develop a team of real-time senior coordinators to manage contact centre staffing and ensure optimal service delivery against key KPIs.
Role type
Team Manager - Workforce Management
Builds
Contact centre staffing solutions and service delivery performance
Domain
Financial Services / Contact Centre Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Team management, Performance coaching, Stakeholder management, Analytical problem-solving, Adaptability and prioritisation
Preferred skills
Real-time workforce management practices
Responsibilities
Lead and inspire a team of real-time senior coordinators, Coach and develop team members on core processes, Manage real-time workforce management processes for contact centre staffing, Build stakeholder relationships with internal partners and Operations Managers, Drive change within the contact centre and organisational changes
Seniority
Manager, hands-on leadership