Workforce Management Team Leader - Guatemala

Position Overview:The WFM Team Leader is responsible for leading and supervising the assigned teams in generating the agreed operation reports and tasks accurately in a timely manner. Provide data analysis for decision-making, and standardize processes and reports. Promote teamwork, good attitude, and create added value, assuring a world-class quality of service at all levels.
Key responsibilities:Supervise the performance of an assigned workforce management team. Provide appropriate support to the WFM team.To appropriately provide documented coaching to subordinates.Develop efficient reporting mechanisms through the WFM team.Propose possible solutions to staffing and financial issues.Provide any report requested by the Senior Leadership Team (SLT).Provide the best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested.Assign tasks, follow-up items, and workload to the WFM team.
Requirements:Schedule flexibilityAvailability to work on-site
Core competencies:Giving supportFocusing on customersEmbracing technologyManaging self-development
Leadership competencies: Providing leadershipLeading changeBuilding effective teamManaging stakeholders
Functional competencies:English - B2 or above: Oral and written comprehension.Appropriate use of language.Advanced knowledge in Call Center Operational Run and WFM cycles - RequiredMicrosoft Office (Excel, Word, Powerpoint, etc.) - AdvancedGoogle Apps (Spreadsheet, Sites, etc.) - AdvancedBPO Center Software (CMS, CISCO, etc.) - AdvancedVisual Basic, BPO knowledge - AdvancedKnowledge of software and applications such as Avaya CMS, IEX, Verint, Cisco, CIC among others - Desirable.Payroll Processes - DesirablePlanning - Advanced
Qualifications:Preferably completed careers in Systems/Industrial Engineering, Business Administration, Logistics or related careers - DesirableWorkforce Management experience including scheduling and forecasting with a software package such as Verint or IEX TotalView - RequiredDemonstrated experience in a leadership role with high analytical and critical thinking responsibilities - RequiredSpecialties or Masters in Logistics, Statistics, BA - Desirable6 Months of experience in similar positions - Desirable