NICE Team Lead Workforce Analysis 

Philippines, Manila 

968066089

The WFM Supervisor works within the WFM department. The WFM supervisor has an executive role in a hierarchical management structure. In virtually all cases, this involves managing WFM Planners, WFM Schedulers, WFM RTA/Traffic.

In the case of this, position is reporting to a WFM Manager, the role predominantly deals with the human side of management and has a more indirect responsibility for the performance of the department.

A good knowledge of the WFM process (particularly the part where the team members (reports) are responsible for) and Customer Care/Call Centers, Proficient at communicating at different levels and coaching skills are required and essential for this position.

Have you got what it takes?

• Minimum of 5 years in contact center workforce role.
• Master’s degree any direction OR Bachelor level with relevant direction (mathematics, statistics, economics, informatics)
• Knowledge about COPC is preferred
• LEAN 6sigma is preferred
• Coaching and employee development skills
• Punctual and accurate work methods
• Convincing and influencing skills
• Customer orientated
• Organization awareness
• Strong communication skills (on different levels within the organization)
• Initiative
• Good knowledge of contact centre procedures
• MS Office and specifically Excel
• Knowledge of the area of responsibility
• Flexible
• Basic analytical/mathematical skills
• Advanced Written and verbal communication skills (included English)

WFM Manager
Individual Contributor