Job Title: Real Time Team Leader (WFM).

Department: Ops -Workforce Management.

Travel Required: May be required to travel as per Business requirements.

Reports to: WFM Manager.

Location: Eastpoint Business Park (Alfie Byrne, Dublin). 100%, ON-SITE.

Contract Type: Permanent.

Grade: B2

Job Summary / 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 of generating reports and analyzing key workforce metrics to identify trends, patterns, and areas for improvement. By tracking and analyzing data, you can identify potential inefficiencies and implement strategies to optimize workforce productivity and adherence to service levels.

Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)

• You will oversee a team of Real Time Analysts, and support the Monitoring and analyze real-time delivery and tracking of performance against planned forecast and assumptions: This involves constantly monitoring call queues, agent availability, key metrics/ assumptions, and drive real Time decisions and adjustments to balance the availability of resources to meet forecast demands, and ensure that service level agreements are met across Multi-Channel Operations.
• Continually optimizing schedules and exceptions on 2 – 4 Weekly Outlook, and Hosting daily service stand up meetings with stakeholders to review Actuals, Trends, Outlook and highlight tactical changes required to ensure improvement to Interval wise delivery, Daily Service level targets etc.
• Management of personal and professional development and coaching plans of allocated Real Time Analysts.
• Providing technical coaching, feedback and support to your team and aligning with industry best practices and standards within a WFM function, working closely with the Planning Forum and the Real Time Manager to achieve this.
• Enhancing and maintaining required interdepartmental relationships, and collaborate closely with all teams and members, i.e. workforce management, quality assurance, and training, to coordinate efforts and ensure maximum efficiency in call center operations
• Clear Understanding of Real Time function and the measurable metrics to be reported on. You will be responsible for preparing daily, weekly, and monthly reports that provide insights into call center performance, including agent productivity, call volumes, and service level achievement.
• Performance management of the team and setting of clear performance targets for development reviews, ability to provide feedback and capable of highlighting behavioral issues.
• Making key business decisions and being a point of contact/escalation point in fast paced, high pressure environments. Including taking ownership of Incidents, leading in the notifications of trivial and minor level incidents that impact forecast requirements to Internal/ Client stakeholders.
• If there are any critical issues or system failures affecting the call center's operation, you will escalate them to the appropriate department for prompt resolution
• Escalation Point: When issues or complex customer queries arise, you will become the escalation point for agents. They provide guidance, assistance, and resolution strategies to ensure a positive customer experience
• With your strong analytical skills, the ability to make quick decisions, and excellent communication skills you should be proactive, detail-oriented, and capable of handling high-pressure situations
• Adoption and communication of global intraday and scheduling guidelines to appropriate stakeholders
• Enforce real time adherence in all Work Types and Markets within the scope of operation
• Monitor the volume of contacts at interval level, as well as the proper use of activity codes, overall onsite/offsite shrinkage, variations in AHT, and any other real time events that contribute or impact negatively in the execution of planned productivity hours to meet SLAs
• Constant interaction with Meta, reporting site performance; including but not limited to staffing compliance, skilling status, and outages
• Provide visibility and reporting capabilities of main KPIs related to intraday and scheduling functions such as adherence, shrinkage components, projected interval compliance, and bidding completion
• Creation and optimization of schedule shells, allocating productive time based on interval level staffing needs, following region specific labor laws
• Appropriate distribution of programmed shrinkage (activity codes) to guarantee
• the accuracy of projections related to productive staffing commitment
• Develop and maintain a scheduling matrix for each specific site and region; adequately updating information related to labor laws, shift types, and other considerations required to appropriately perform scheduling tasks
• Recognize and communicate challenges and areas of improvement during, and after scheduling cycles; providing solutions to meet staffing expectations at interval level

Recommended Qualifications

• Preferred - Require hands-on experience with specific platforms (Agent Connect, Anaplan, IEX or any other WFM Systems). Knowledge of Power BI like Tableau.
• Strong analytical ability, leadership, and expertise in forecasting, scheduling, and real-time management
• Dynamic leader with experience and passion for managing large and diverse teams across multiple sites in a fast-paced environment, able to deal with rapid change and ambiguity
• 3+ years of tenure in WFM intraday and scheduling positions
• Proven experience in operating and directly handling a scope of more than 500 FTEs
• Proven experience in scheduling distribution/bidding of more than 2000 FTEs Creative and problem solving oriented
• Know-how in managing real time adherence in different lines of business in a multi-skill environment simultaneously (shrinkage, outages, under/overstaffing, etc.)
• Excellent communication skills
• Proactive and able to take decisions based on real time situations
• Knowledge of WFM tools (Aspect, Verint, IEX) - Aspect preferable
• Advanced Excel skills (LOOKUP, INDEX, IFS, Pivot Tables, MATCH, table arrays, macros)
• Studies in Engineering, Business Administration, or related fields
• Experience working with internal/ external stakeholders in multiple geographic regions