Workforce Team Leader

Confidential Company - Maadi, Cairo

Applicants for
1 open position
Experience Needed:
3 to 4 years
Career Level:
Job Type:
Full Time
1 open position
About the Job
  • Plan, develop and implement strategy for Work Force management to meet and exceed client and internal SLAs
  • Ensure smooth transition and ramp-up of the team
  • Planning and Scheduling - Ensure planning and scheduling is done in a manner that enables client and internal SLAs achievement
  • Continuous improvement in service
  • Ensure timeliness and accuracy of MIS/Reviews/Incentive/Payroll Process etc.
  • Develop and sustain relationship with the client
  • Organize regular conference calls and interaction over emails with the clients to understand their requirements, expectations and center's deliverables
  • Facilitate feedback from floor and track closure of issues raised on the production floor
  • Ensure integrity of data and reports and satisfactory internal/ external audit rating
  • Continuously interact with other business units to pick up "best practices" and make improvements in the existing processes
  • Conduct regular reviews and revisions of practices in process and benchmark them with other projects
  • Ensure attendance and efficiency targets are adhered to and seat utilization targets are met.
  • Ensure all teams are provided their time allotted for shrinkage
  • Play an active role in collaborating with operations to ensure all WFM related metrics are met
  • Analyze the achievement of the center against baseline set by the client
  • Review the process of reporting the information and seek concurrence with the client requirements
  • Monitor variance in planned and achieved targets in real time and regular intervals
  • Design and implement corrective action plan to control any variance
  • Develop framework for employee development and ensure they are fully informed of operational / WFM objectives, purposes and achievements
  • Ensure activities meet with and integrate with organizational requirements for quality management, health and safety, and general duty of care
  • Contribute to the evaluation and development of WFM strategy and performance
Job Requirements
  • Graduate or equivalent
  • 3-4 years of Progressive Workforce experience in Scheduling, Real-time Management, Reporting and Data Warehousing
  • Analytical thinker
  • Good comprehension / understanding of call center operations, metrics, and general procedures
  • Good knowledge of windows-based applications with an emphasis on Microsoft excel
  • Should have good interpersonal skills, numerical and analytical ability
  • Should have good presentation skills