Team Leader, WFM

Date: Jun 9, 2022

Location: San Mateo, Rizal, PH

Company: Bell

Job Req ID: 368051 

 

At Quantrics, we consider our people our most important asset.  Our focus is not only on creating a great customer experience – its about building and promoting a culture of constant team member growth, creating a sense of family, and working together to improve our lives and the lives of those in our local communities

 

We do not just offer a stellar working environment; we also offer amazing benefits and very competitive compensation packages.  We also make employee advancement and overall wellbeing a priority because we value our employees above all else.

 

Team Leader, Activity Planning

 

Are you someone who can handle a group of individuals who has different personalities, professional experience and background?

Do you have good coaching skills to ensure that your team will reach their target and goals?

Are you known as a leader who make sure that your team members are developed and empowered?

 

The Team Leader, Activity Planning will be accountable to lead a team of Associates responsible for monitoring the performance of our Call Center environment.  The team will use Workforce management and real-time monitoring systems to ensure appropriate staffing levels are available to offer our clients exceptional service.  The incumbent will regularly meet with internal and external stake holders to manage the performance of the call center.

 

You will have an opportunity to…

  • Lead activity entry team in partnership with Bell partners to schedule and complete all offline activities for all lines of business.
  • Work with Quantrics and other Bell partners in managing offline and vacation requests on a daily basis and completion of the yearly vacation bid
  • Create schedules for Quantrics and other partners in coordination with Bell Support. Prepare staffing files to be shared with Quantrics Scheduling team
  • Ensure Schedule corrections and activity planning is captured in a timely fashion
  • Balance staffing conditions in gate 3 when we create schedules
  • Work hand in hand with the scheduling team and other Bell partners for any Scheduling, Activity and Vacation planning related concern.

You will be a great fit on our team if…

  • Flexibility to work autonomously in a start up environment, where constant change abounds
  • Associates Degree in related field
  • 5 years experience in leadership on workforce is preferred
  • Proficient with Microsoft Office
  • Experience with Cisco or  Avaya ACDs and NICE Workforce Management is an asset
  • Strong multi-tasking, prioritization and time management skills are essential
  • Proven ability to lead a team, focusing on employee coaching and development
  • Strong communication skills (both verbal and written)
  • Fluent in the English language (both written and verbal)
  • Ability to work in a 24 X 7 rotating shift environment.  Night shifts and Holiday shifts may be required
  • Ability to operate independently, with decision making skills in potentially high stress situations
  • Detail and process oriented
  • Proactive and action oriented with proven ability to work with minimal supervision and direction

If this role sounds interesting to you, please click apply. We’d love to hear from you.

 

Additional Information:

Position Type: Non Management 
Job Status: Regular - Full Time 
Position Level: Q22
 

Application Deadline: 06/30/2022 

 

Quantrics is committed to fostering an inclusive, equitable, and accessible environment where all employees and customer feel valued, respected, and supported.  We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential.