WFM Business Partner [Remote]

Overview

Responsibilities

Establishing which capabilities are required and into which level individual team members

have the potential to fulfill these requirements.

Monitoring the implementation of work activities of individual team members,

qualitatively and quantitatively.

Training new team members and assure progress.

Handling the performance review cycle.

Motivating the people to have the best of them.

Organizing team meetings.

Attending and participating in planning consultations between WFM and the Client Team

regarding planning and traffic.

Evaluating required and available capacity (people and workspace), pointing out

discrepancies.

Make action plans for the operations.

Consulting with Operations about efficiency improvements.

Setting up new structures within the project, i.e., adding new lines of business.

Make sure traffic and planning are aligned and aware of both situations.

Single point of contact.

Responsible for the WFM results delivered within projects.

Works according to the governance and meeting structure of 5CA.

In charge of troubleshooting and problem-solving.

Proactively advise the operations.

Aware of all the priorities regarding WFM topics i.e., under/overcapacity, increased nonpresent shrinkage, and act on this.

Job Description – WFM Business Partner

Check what’s necessary and where we can improve in order to have a smooth operation.

About you

You are located in Egypt, South Africa, Philippines or Romania

Experience in account/sales & service center environment.

Higher professional education level (Bachelor level) or working experience on this level.

At least 4 years of experience in planning – and operational processes in an international

environment.

Knowledge of COPC standards and Lean Six Sigma methodology would be a plus.

Insight into call center tools, as well as WFM tool s(i.e. Verint, Injixo);

Proficient in English (verbal & written).

Basic computer skills and elementary proficiency and knowledge of MS Office (Word and

Outlook) and Windows/Mac OS X.

Advanced proficiency and knowledge of MS Office (Excel and Power BI).

The ambition and energy to set up a WFM structure with a long-term vision for your

projects.

Technical Requirements

A minimum internet speed of 10 Mb/s download and 10 Mb/s upload internationally.

A minimum of 8 GB RAM

A 64-bit version of Windows 10 or newer, or macOS 10.11 or newer

An Intel Core i5-8260U or better/similar.

A smartphone usable for two-factor authentication that runs at least:

Android 8.0 or newer

Apple iOS 15.0 or newer

Tagged as: 3-5 Years, 5+ Years