WFM Real Time Team Lead – Office Based – Bratislava, Slovakia

𝗪𝗙𝗠 𝗥𝗲𝗮𝗹 𝗧𝗶𝗺𝗲 𝗧𝗲𝗮𝗺 𝗟𝗲𝗮𝗱 – 𝗢𝗳𝗳𝗶𝗰𝗲 𝗕𝗮𝘀𝗲𝗱- 𝗕𝗿𝗮𝘁𝗶𝘀𝗹𝗮𝘃𝗮, 𝗦𝗹𝗼𝘃𝗮𝗸𝗶𝗮

*** This Job Opportunity is only offered for candidates living & eligible to work in Bratislava, Slovakia.

Offered Package: 𝟮𝟰𝟬𝟬𝟬 𝗘𝗨𝗥 – 𝟮𝟲𝟬𝟬𝟬 𝗘𝗨𝗥 / Gross Annual Basic Salary “Depending on Experience”

Job Description

As a WFM Real Time Team Lead, you will be responsible for the overall management of the real-time WFM team including hiring, training, scheduling, setting of goals, prioritization of work, performance reviews, etc.

Detailed Duties and Responsibilities

• Provide team coaching and development by accurately accessing strengths and opportunities and giving timely and actionable feedback.
• Develop, compile and communicate reports with Workforce Management statistics, such as 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗟𝗲𝘃𝗲𝗹, 𝗔𝘃𝗲𝗿𝗮𝗴𝗲 𝗦𝗽𝗲𝗲𝗱 𝗼𝗳 𝗔𝗻𝘀𝘄𝗲𝗿, 𝗔𝗯𝗮𝗻𝗱𝗼𝗻𝗺𝗲𝗻𝘁 𝗥𝗮𝘁𝗲, 𝗔𝗱𝗵𝗲𝗿𝗲𝗻𝗰𝗲, 𝗮𝗻𝗱 𝗨𝘁𝗶𝗹𝗶𝘇𝗮𝘁𝗶𝗼𝗻.
• Ensure real-time performance-related monitoring to help business areas ensure adequate staffing and make recommendations on daily basis. 
• Evaluate vacation/sick for the day and recommends necessary adjustments.
• Analyze and communicate impacts on intra-day campaign department performance to senior managers.
• Responsible for the overall management of the 𝗥𝗲𝗮𝗹𝘁𝗶𝗺𝗲 𝗪𝗙𝗠 team including hiring, training, scheduling, setting of goals, prioritization of work, performance reviews, etc.
• Process schedule adherence exceptions submitted by campaign team leaders.
• Collaborate with departments to meet department statistical agreements.
• Serve as a subject matter expert and WFM liaison for specific programs and coordinate with operations teams.
• Oversee the workflow of assigned departments in real-time for schedule.

Targeted Qualifications

• Language Fluency
  • 𝗘𝗻𝗴𝗹𝗶𝘀𝗵 𝗦𝗽𝗲𝗮𝗸𝗲𝗿 𝗖𝟮 𝗹𝗲𝘃𝗲𝗹.
• 𝟰+ 𝘆𝗲𝗮𝗿𝘀 experience in a call center environment.
• +𝟭 𝘆𝗲𝗮𝗿𝘀 experience managing a WFM team/performing WFM functions (capacity planning, scheduling, real-time management) in a multi-lingual contact center environment.
• Strong leadership and management skills, motivate others to perform and exceed expectations.
• Knowledge of 𝗪𝗼𝗿𝗸𝗳𝗼𝗿𝗰𝗲 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 𝗦𝗼𝗹𝘂𝘁𝗶𝗼𝗻𝘀 and their functionality.
• Excellent communication skills.
• Computer literate with sound knowledge of 𝗠𝗶𝗰𝗿𝗼𝘀𝗼𝗳𝘁 𝗢𝗳𝗳𝗶𝗰𝗲 𝗽𝗮𝗰𝗸𝗮𝗴𝗲 (Excel, Word, PowerPoint, Access).
• Understanding of call routing concepts and metrics, and understanding how they impact staffing realities.
• Ability to work shifts (if required), willingness to travel as required (𝟭𝟬%).
• Strong mathematical and analytical skills with attention to detail and accuracy.
• Adept at queries, report writing, and presenting findings.

Targeted Interpersonal Skills

• Self-assured, Feel very confident and positive about yourself and your abilities.
• Resilient, Able to work to tight deadlines and within constraints.
• Strong negotiation skills, planning and analytical thinking.
• Communicative, Speak and/or write well and get your ideas across to others easily.
• Interpreter, Look at things and make sense of them, figure out what is needed and how to fulfil it.
• Confident, Pleasant, Energetic, Helpful, Trustworthy
• Efficient, Perform tasks in the fastest and simplest ways that they can be done.
• Flexible, Can carry out many different responsibilities, sometimes with very little advanced notice.
• Handle Complaints, Deal effectively with obstacles/complaints.
• Punctual, Always on time for things.
• Precise, Make sure that things are done accurately, correctly and exactly.
• Resourceful, Think of new and different ways to do things when there are no obvious solutions.
• Creative, Use your imagination to come up with new ideas or to solve problems.

Offer & Benefits

• Offered Package: 𝟮𝟰𝟬𝟬𝟬 𝗘𝗨𝗥 – 𝟮𝟲𝟬𝟬𝟬 𝗘𝗨𝗥 / Gross Annual Basic Salary “Depending on Experience”
• Employment Contract.
• Motivational Programs and Engaging Events.
• An Interesting and dynamic work environment in a multinational company.

How To Apply

If you are interested in the job and you meet the above criteria you need to kindly send your CV noting the Job title in the subject to the email address:

jobs@spotonps.com  

Please take into consideration that due to the large volume of applicants, we will only contact the shortlisted ones.

Please include the following statement in your CV Documents to be considered for the job opportunity applied for:

“I hereby consent to the processing of my personal data for the purpose of current and future recruitment processes through “Spot On Sp. z o.o.” and its clients and partners, pursuant to the Act of 29 August 1997 on the protection of personal data (Journal of Laws of 2002, No. 101, item 926, as amended).”

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