Workforce Management Manager

Teleperformance•North Lauderdale, FL

22h•Onsite

About The Position

TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways. With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment. Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen. At TP, the sky is the limit!

Requirements

Minimum 3 years call center experience and 2 years WFM experience
Ability to understand, analyze and report on call center metrics
Must demonstrate strong analytical, numerical and problem-solving skills
Ability to define problems, collect data, establish facts and draw valid conclusions.
Must be enterprising, diplomatic and proactive in solving problems
Excellent verbal and written communication skills with the ability to effectively present information across all levels of the organization
Strong organizational skills with the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail in a challenging, fast paced, shifting priority environment
Must be able to provide leadership and direction to mission control analysts, scheduling analysts and coordinators to drive efficiency and optimize service delivery
Proficient in MS Excel and WFM Software utilized by projects being managed (i.e., Blue Pumpkin, IEX, Aspect, etc.)
Flexible schedule and impeccable attendance record

Nice To Haves

Process Excellence
Collaboration
Communication
Emotional Intelligence
Open-Mindedness
Critical Thinking
Solution Orientation
Entrepreneurship
AI Proficiency
Data Literacy

Responsibilities

Responsible for overall management of staff to include hiring, training, scheduling, setting of goals, prioritization of deliverables, performance reviews and management of TP Security procedures, etc.
Responsible for the team’s defined objectives as required by client and internal leadership by providing motivation and building high performing teams
Identify areas of opportunity and implement innovative solutions to maximize efficiency
Oversee the accurate compilation and distribution of information and reports to key stakeholders including internal and external leaders
Coordination of operations, account management, recruiting, training and other internal departments to ensure all staffing related client objectives are met
Participate in and lead meetings with clients and internal stakeholders as to manage staffing plans and performance
Responsible for identifying challenges and risks to be escalated to WFM director for awareness and resolution
Performs other duties as assigned by WFM director or other members of management