Workforce Management Manager | North Lauderdale, FL
About TPTeleperformance is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.With more than 410,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.Benefits of working with TP includePaid TrainingCompetitive WagesFull Benefits (Medical, Dental, Vision, 401k and more)Paid Time OffEmployee wellness and engagement programPurposeProvide direction and management of mission control teams, schedulers, forecasting analysts and coordinators as assigned to ensure that program planning and daily management supports business and client objectives for multi-site call center operations. Serve as WFM point of contact for assigned projects/clients.This position is 100% onsite in North Lauderdale, FL. Work at home is not available for this position.Your ResponsibilitiesResponsible for overall management of staff to include hiring, training, scheduling, setting of goals, prioritization of deliverables, performance reviews and management of TP Security procedures, etc.Responsible for the team’s defined objectives as required by client and internal leadership by providing motivation and building high performing teamsIdentify areas of opportunity and implement innovative solutions to maximize efficiencyOversee the accurate compilation and distribution of information and reports to key stakeholders including internal and external leadersCoordination of operations, account management, recruiting, training and other internal departments to ensure all staffing related client objectives are metParticipate in and lead meetings with clients and internal stakeholders as required to manage staffing plans and performanceResponsible for identifying challenges and risks to be escalated to WFM director for awareness and resolutionPerforms other duties as assigned by WFM director or other members of managementQualificationsMinimum 3 years call center experience and 2 years WFM experienceAbility to understand, analyze and report on call center metricsMust demonstrate strong analytical, numerical and problem-solving skillsAbility to define problems, collect data, establish facts and draw valid conclusions.Must be enterprising, diplomatic and proactive in solving problemsExcellent verbal and written communication skills with the ability to effectively present information across all levels of the organizationStrong organizational skills with the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail in a challenging, fast paced, shifting priority environmentMust be able to provide leadership and direction to mission control analysts, scheduling analysts and coordinators to drive efficiency and optimize service deliveryProficient in MS Excel and WFM Software utilized by projects being managed (i.e., Blue Pumpkin, IEX, Aspect, etc.)Flexible schedule and impeccable attendance recordSoft SkillsProcess ExcellenceCollaborationCommunicationEmotional IntelligenceOpen-MindednessCritical ThinkingSolution OrientationEntrepreneurshipAI ProficiencyData LiteracyBe Part of Our TP FamilyIt is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.Teleperformance is an Equal Opportunity Employer