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