Workforce Management Lead
2 weeks ago
We are seeking a highly skilled Workforce Management Lead to join our team at Vimerse Infotech Inc.
Key Responsibilities:
- Team Leadership: Supervise, coach, and motivate Call Center agents and Team Leads to deliver exceptional customer service and support company initiatives.
- Performance Evaluation: Evaluate the performance of direct reports, develop strategies for improvement, and recognize staff achievements.
- Business Acumen: Understand Herbalife's business model, Associate Services targets, and measure team performance to drive results.
- Forecasting and Scheduling: Forecast call volume demand, manage scheduling, and ensure adequate staffing based on historical and anticipated volume.
- Real-Time Management: Monitor real-time contact volume and support associated service levels and staffing requirements.
Requirements:
- 8-12 years of experience in Workforce Management/Optimization.
- 3-4 years of Supervisory experience with the ability to influence and drive results.
- Good knowledge of advance Excel/VBA, PPT, MySQL & Power BI.
- Extensive knowledge of workforce management and supporting software.
About Vimerse Infotech Inc:
Vimerse Infotech Inc is a leading company in the industry, and we are committed to delivering exceptional customer service and driving business results.
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