Real Time Team Leader

Overview

As a Real Time, Team Leader (WFM) you will be responsible for managing a team of Real Time Analysts, driving the monitoring real time activities, exception updates, and providing insights to business, ensuring the smooth operation of account resource deliverables for Inbound, Backoffice and Outbound Operations. Their key role is to monitor and control the day-to-day operations to achieve key performance indicators (KPIs), such as Schedule to Forecast, Adherence, Occupancy, Productivity, Delivery of Intra, Daily, Weekly, Monthly volumes and forecasted requirements. supporting cost and quality of Operations

You would monitor and adjust staffing levels based on real-time data, such as call volumes, customer demand, or production targets. This involves making tactical changes to schedules, coordinating overtime or training as needed, and notifying/ addressing any unexpected changes that may impact workforce availability. You'll have the responsibility...