Associate Workforce Manager WFM

David Kennedy Recruitment is working with a leading Outsourcing/BPO consultancy who is seeking to onboard Associate Workforce Manager (WFM) to join their teamin Riga.

Position: Associate Workforce Manager (WFM)

Work model: Onsite

Location: Riga Latvia

Employment type: fulltime.

DUTIES AND RESPONSIBILITIES:

• Demonstrate strong analytical skills to effectively analyse data
• Successfully handle and achieve departmental requirements
• Ensure data integrity is maintained at all times
• Possess a solid understanding of operational processes logical thinking and proficiency in reporting and analysis.
• Effectively manage teams to achieve objectives
• Take ownership of delivery for the account covering all aspects of WFM such as Planning Scheduling Forecasting and RealTime Management
• Provide accurate and timely reports & generate various types of dashboards reports and adhoc reports as required
• Ensure client requirements are met within defined timelines and with accuracy
• Consistently meet all SLAs related to MIS including Service Level and Abandonment Percentage
• Ensure effective handling of monthly volumes without negative impact on revenue
• Identify and pursue revenue enhancement opportunities within the business.
• Provide proactive solutions to preempt possible situations that may impact performance or revenue.

REQUIREMENTS:

• Fluent in English both verbal and written (minimum C1 level)
• Previous experience in managing/supervising WFM/ RTA teams in call centre / BPO environment
• Knowledge of WFM processes including Planning Scheduling Forecasting and Reporting
• Previous experience working with tools like: Aspect/IEX/BP standard WFM tools and sound knowledge of Avaya CMS
• Possess excellent communication skills for interaction with senior leadership and customers
• Proficiency in VBA MS Access and SQL
• Strong Excel skills required; ability to upskill team members on Excel if necessary
• Ability to think on ones feet and make decisions impacting business operations.
• Be open to change and exhibit strong multitasking skills.

OFFER:

• Paid startup training and professional development sessions
• Relocation support
  
• A dynamic and diverse job in a pleasant and modern environment
• Opportunities for personal and professional development
• Teambuilding activities