Wfm Team Lead

hace 2 semanas


Ciudad de México TTEC A tiempo completo

WFM Team Lead

At TTEC, we're all about the Human Experience. Elevated. As a Team Lead - Workforce Management - Real Time, you'll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture.

What You'll be Doing
- Analyze trends and provide input on improving service levels on real-time and intraday basis.
- Analyze trends and provide input on improving adherence on real-time and intraday basis.
- Maintain and publish Absenteeism Report
- Manage the real time team
- Manage/Track Shrinkage (Paid and unpaid)
- Manage/Track Schedule Adherence
- Scheduling Realtime (Intraday)
- Create, Upload and Review schedules to ensure alignment with STP requirement
- Manage/Track resource planning (Short Term: 1 to 4 weeks)
- Scheduling of discretionary activities such as training, meetings, overtime, shift rollover, etc. (Plotting included)
- Monitoring productivity metrics and schedules to ensure adequate staffing in coordination with training, meetings, 1:1 sessions, breaks/lunches, etc.
- PTO Tracker
- Coordinate and execute real-time and intraday configuration and staff plan across multiple internal and external partners.
- Be the WFM main point of contact for internal and external partners on an intraday basis for WFM operations
- Manage/Track Delivery (hours)

You'll report to the Senior Manager, Workforce Management. You'll impact the business, the teams you support, and the various departments that you partner with on a consistent basis through your analysis and recommendations.

During a Typical Day, You'll
- Review Teams performance and KPIs and Service Level projections for the coming week
- Discuss performance with stakeholders
- Prepare performance review file
- Update Headcount file (Client file for Delivery and Supply)
- Review Headcount file with TTEC stakeholders
- Present Headcount file to client
- Work with remote sites, including other Geo's, in a centralized WFM environment
- Oversee intraday management of scheduling procedures, analysis of Realtime workload requirements, and call routing to manage performance to service level requirements
- Oversee analysis and reporting of employee performance including schedule adherence
- Agent Onboarding, Offboarding, Re-Hire, etc.
- Filing tickets to change the agent status in client tool
- File tip tickets in client tools for WFM related issues
- Publish performance summary like News Letters
- Analyze trends and provide input on improving occupancy on real-time and intraday basis.
- Maintain and publish Attrition Report
- Be the WFM main point of contact for internal and external partners for all HC related topics
- Manage/Track resource planning (Long Term: Month over Month requirement of new hire, ramps, internal transfers, etc.)
- Agent HC planning for Operations (Plan new hire requirements)
- Maintain New Hire tracker and update any potential red flag
- Provide support in creation of capacity plans, ramp plan, and recruitment plan.
- Update Floor Plans and Seat Utilization
- Update data is TTEC tools like staff point and others
- Update Global Shift Alignment for TTEC
- Keep a track on employee internal movements
- Identify root-causes, to determine and quantify reasons for forecast variance and recommend changes to meet KPIs
- Track outages and its impact. Share/Publish the details with internal and external stakeholders till the issue is resolved.
- Calculate outage impact (loss of production, hours, etc)
- Manage ad-hoc requirements from Ops & any other functions
- Maintain and report planned Vs actual numbers for all WFM metrics
- Drive Audit
- Analyse results and develop plans to mitigate gaps and drive change in WFM compliance
- Articulate reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness.
- Support operations with daily/Weekly/Monthly reports and other dashboards
- Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.

What You Bring to the Role
- Associate degree, technical school or equivalent work experience
- Continuously promote a performance-driven culture and always work towards reaching for amazing
- Consistently mentor, inspire, and support the associate's career mobility
- Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks
- Customer focused mindset
- Computer savvy

What You Can Expect
- Knowledgeable, encouraging, supporting and present leadership
- Diverse and community minded organization
- Career-growth and lots of learning opportunities for aspiring minds
- And yes... all the competitive compensation, performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you

**About TTEC**

Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged


  • Wfm Team Lead

    hace 5 días


    Ciudad de México, Ciudad de México TTEC A tiempo completo

    WFM Team LeadAt TTEC, we're all about the Human Experience. Elevated. As a Team Lead - Workforce Management - Real Time, you'll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture.What You'll be Doing Analyze trends and provide input on improving service...

  • Team Lead

    hace 5 días


    Ciudad de México, Ciudad de México Servicios Comerciales Amazon Mexico S. De R.L. De C.V. A tiempo completo

    DESCRIPTION The Operations Team Lead (L5) is responsible for leading and managing a team of 5 operations personnel across multiple sites. This position oversees the day-to-day operations, coordinates cross-functional initiatives, and ensures operational excellence and efficiency. The Team Lead serves as the key point of contact for their team and partners...

  • Team Lead

    hace 5 días


    Ciudad de México, Ciudad de México Servicios Comerciales Amazon Mexico S. de R.L. de C.V. A tiempo completo

    The Operations Team Lead (L5) is responsible for leading and managing a team of 5 operations personnel across multiple sites. This position oversees the day-to-day operations, coordinates cross-functional initiatives, and ensures operational excellence and efficiency. The Team Lead serves as the key point of contact for their team and partners closely with...

  • Team Lead

    hace 5 días


    Ciudad de México, Ciudad de México Amazon A tiempo completo

    The Operations Team Lead (L5) is responsible for leading and managing a team of 5 operations personnel across multiple sites. This position oversees the day-to-day operations, coordinates cross-functional initiatives, and ensures operational excellence and efficiency. The Team Lead serves as the key point of contact for their team and partners closely with...

  • Team Lead

    hace 5 días


    Ciudad de México, Ciudad de México Amazon A tiempo completo

    The Operations Team Lead (L5) is responsible for leading and managing a team of 5 operations personnel across multiple sites. This position oversees the day-to-day operations, coordinates cross-functional initiatives, and ensures operational excellence and efficiency. The Team Lead serves as the key point of contact for their team and partners closely with...

  • Team Lead

    hace 5 días


    Ciudad de México, Ciudad de México Amazon A tiempo completo

    The Operations Team Lead (L5) is responsible for leading and managing a team of 5 operations personnel across multiple sites. This position oversees the day-to-day operations, coordinates cross-functional initiatives, and ensures operational excellence and efficiency. The Team Lead serves as the key point of contact for their team and partners closely with...

  • Team Lead

    hace 5 días


    Ciudad de México, Ciudad de México Celanese A tiempo completo

    OverviewCelanese is a global leader in chemistry, producing specialty material solutions used across most major industries and consumer applications. Our businesses use our chemistry, technology and commercial expertise to create value for our customers, employees and shareholders. We are committed to sustainability by responsibly managing the materials we...

  • Real Time Analyst

    hace 5 días


    Ciudad de México Amazon Web Services Mexico S. de R.L. de C.V. - C68 A tiempo completo

    Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays - 3+ years of previous experience in a contact center environment using contact center technologies, such as Avaya, IEX, Nice, InContact, or similar - 2+ years of previous experience in a workforce management role, such as a real time analyst or workforce analyst -...

  • Quality Team Lead

    hace 5 días


    Ciudad de México, Ciudad de México TikTok A tiempo completo

    Job Title: Quality Assurance Team LeadCompany: Trust & Safety, a team dedicated to maintaining the safety of our platform for TikTok communitiesThe Quality Team ensures content safety through meticulous sampling and analysisDesign, implement, and execute sampling procedures to evaluate qualityLead a team of Quality Assurance Analysts/ POCs in day-to-day...


  • Ciudad de México Wipro Limited A tiempo completo

    Overview: **_ Role Purpose_** - The purpose of this role is to increase revenue, maximize processefficiency & cost-effectiveness, and ensure excellent customerexperience, through effective supervision of daily operations andpersonnel, contract compliance, resource optimization and capabilitydevelopment within an account._ **_Do_** - ** Maximize process...

  • Team lead

    hace 3 semanas


    Ciudad de México, Ciudad de México Kyndryl A tiempo completo

    Who We AreAt Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.The RoleAre you...

  • Team lead

    hace 4 semanas


    Ciudad de México, Ciudad de México Kyndryl A tiempo completo

    Who We AreAt Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.The RoleAre you...

  • Team lead

    hace 3 semanas


    Ciudad de México Kyndryl A tiempo completo

    Who We Are At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities. The Role Are...

  • Team lead

    hace 4 semanas


    Ciudad de México Kyndryl A tiempo completo

    Who We Are At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities. The Role Are...

  • Team lead

    hace 5 días


    Ciudad de México, Ciudad de México 1210 Kyndryl Mexico S. de R.L. de C.V. A tiempo completo

    Who We Are At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities. The...

  • Team lead

    hace 5 días


    Ciudad de México, Ciudad de México Kyndryl A tiempo completo

    Who We AreAt Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.The RoleAre you...

  • Team Lead

    hace 3 semanas


    Ciudad de México Santander A tiempo completo

    Team Lead Country: Mexico **WHAT YOU WILL BE DOING** - Supervisa y evalúa el desempeño del equipo a su cargo y el cumplimiento de los procesos para ayudar a simplificar tareas e iniciar sistemas nuevos o revisados - Define la arquitectura de la aplicación y gestiona el ciclo de vida de mejoras, actualizaciones y mantenimiento continuo - Investiga nuevas...

  • Dispatching Team Lead

    hace 2 meses


    Ciudad de México Inter-Con Security Systems A tiempo completo

    **DISPATCHING TEAM LEAD - MEXICO CITY - ON SITE** The Dispatch Team Lead is responsible for ensuring and providing office support and exercising administrative duties and is responsible for providing support, guidance, and direction to Dispatchers, ensuring that local data applicable to the production, management, and maintenance of effective and efficient...

  • Team Lead

    hace 5 días


    Ciudad de México, Ciudad de México Louis Vuitton Malletier A tiempo completo

    Position:As a Team Lead, you will be an ambassador of the Brand. You will assist the Store Manager or Team Manager to coach and develop the team, build Client relationships, proactively foster the achievement of sales goals and ensure that the highest level of Client experience is delivered. You will be a role model to the team and will support in...

  • Protein Team Lead

    hace 5 días


    Ciudad de México, Ciudad de México Leprino Foods Company A tiempo completo

    Leprino Foods Company Protein Team Lead Greeley , Colorado Apply Now Leprino FoodsPosition Title: Protein Team LeadShift Type: Full TimeLocation: Greeley, CO, US, 80631Posted Date: Apr 27, 2024Requisition ID: 29686No of Openings: 1Job Functions: Production OperationsLeprino Foods' history dates back over 65 years, when Jim Leprino firststarted making small...