with Operations Teams to align and review performance and planning Review requirements for new tools Work with other WFM team members.... Job Description Support the functionality of Genesys WFM software (forecasting, scheduling, and maintenance) Analyze contact center...
, or major incidents. Team Leadership: Lead, mentor, and develop a team of Team Leaders and L1 Helpdesk Associates. Conduct... in partnership with WFM. Client & Stakeholder Management: Act as primary point of contact for clients on operational matters...
as needed to assist with the overall WFM team goals. What You Will Do Use combinations of historical information, available technology... Service Team, who will make decisions and resolve issues to meet business objectives and work through additional project work...
, or major incidents. Team Leadership: Lead, mentor, and develop a team of Team Leaders and L1 Helpdesk Associates. Conduct... in partnership with WFM. Client & Stakeholder Management: Act as primary point of contact for clients on operational matters...
advisor on WFM strategies and operational efficiency. Ensure WFM team training and support aligns with best practices... and organizational goals. Monitor and drive performance reviews, ensuring team KPIs and service level agreements are met. Lead...
Primary Details Time Type: Full time Worker Type: Employee Lead and deliver projects that drive process excellence... of performance, in coordination with the Operations and Support teams (ie QA, WFM, Risk, etc) Translate business strategy...
Description Summary of This Role The WFM Supervisor for Resource Planning is responsible for leading a team of analysts... and motivate a technical team, with excellent verbal and written communication skills to clearly articulate complex WFM concepts...
oversight of WFM tasks and strategies to include Forecasting and capacity planning, Scheduling, and Real-time monitoring.... Interface with leaders to understand the fast-changing business needs and make updates where necessary Lead projects...
(WFM) ensures Carenet maintains optimal staffing and operational efficiency to meet service and contractual goals... cost, quality, and performance. Partnering with Operations and the Sr. Director of Workforce Planning & Analysis, the WFM...
with the partners and their end-user customers. Work with NICE CX Sales Support Team to play a role in smooth customer... implementations by providing SI Partners assistance as directed and provide appropriate feedback to the greater sales team post turn...
RESPONSIBILITIES: Lead Project Execution: Manage the end-to-end execution of Customer Care projects, ensuring alignment with business... processes, identify gaps, and propose effective solutions. Facilitate Agile Practices: Lead project teams using Agile...
and manage a team of WFM Analysts, Planners, and Schedulers, ensuring performance and compliance with WFM procedures.../Schedulers/Leads/RTA analysts/MIS Responsible for the team's defined objectives as provided by internal leadership Act as the WFM...
, Learning & Development and operates on-site at the COE Responsibilities: Lead, coach, and develop a team of training... Service organization by leading a team of training specialists at our Center of Excellence (COE) in Makati, Manila. This role...
oversight of WFM tasks and strategies to include: Forecasting and capacity planning, Scheduling, Real-time monitoring.... Interface with leaders to understand the fast changing business needs and make updates where necessary Lead projects...
The Real Time Analyst is a member of the Customer Service & Support department and part of the WFM Center of Excellence... and Workforce Analysts as well as the Operations team and business partners. The Real Time Analyst will also advise management...
. Join our dynamic team and make your mark on the payments technology landscape of tomorrow. Summary of This Role The WFM Supervisor... team, with excellent verbal and written communication skills to clearly articulate complex WFM concepts to non-WFM...
, accurate delivery of MIS reports. Lead a team, foster collaboration, and maintain data confidentiality. Proactively identify...Qualifications: At least 5 years of experience in WFM and 8 years overall in the BPO/call center industry...
clients’ needs are imperative. Working knowledge of JavaScript, C++, C Sharp and HTML scripting, Networking, API, WFM, PBX... (SaaS), VoIP, Unified Comms, and Contact Centre practices Working knowledge of CRM and Lead Management solutions...
RTA in this role get to: Be the expert and lead a team of RTAs: Monitor queues in real-time to identify and call out.... Proficiency in WFM tools Basic understanding of call center KPIs: AHT, Service Level, line adherence Knowledge of Call Center...
with delivery lead to ensure margins are met and the account numbers are at par to what is committed Weekly calls with WFM... and external stakeholders Lead and manage project escalations, potential risks or early warning signs on project delivery...