Wfm Team Lead

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 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 savvyWhat 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