Job Description :
WFM team lead will support multiple large, US Federal government, multi-channel contact centers and/or service desks. The team lead will understand and apply WFM strategies to meet or exceed business needs (including SLAs) and drive labor costs down. Experience with multiple WFM tools is a plus!

Required Experience: 7+ years as a WFM professional in a Contact Center environment

Candidate Qualifications:
Demonstrate a mastery of all Workforce Management concepts and functional areas.
Can explain and perform the role of forecaster and the general responsibilities associated with that role.
Can explain and perform the role of scheduler and the general responsibilities associated with that role.
Can explain and perform the role of intraday and the general responsibilities associated with that role.
Understands and has implemented successful workforce management practices in a multi-channel help desk environment with complex, frequently changing and difficult to predict call patterns and volumes.
Surge Management Process Development and Implementation
Accurately predicts staffing needs
Experience applying WFM practices manually, without WFM software or automation
Help Desk/Contact Center Operations Management Experience
Proven decision making skills
Exceptional analytical skills
Takes initiative in optimizing daily performance of the contact center and interacting with operations leadership
Mastery of MS Excel, exceptional skills in other MS Office software,
Ability to analyze data, identify trends and patterns
Experience in creating comprehensive reports
Ability to prioritize, multi-task and meet strict deadlines
Proven Business Acumen
Excellent written and verbal skills
Comfortable meeting and engaging with upper management, client and stakeholders in an articulate manner
Understands and can communicate the impacts of WFM practices on the overall contact center business model
Has successfully implemented WFM strategies that meet service level agreements while minimizing cost impacts
Utilizes both data analysis and practical business sense in driving decisions
WFM Process Development
Recognizes Process Deficiencies and Recommends and Implements Improvements within both the WFM and Contact Center Operations
Understanding of ITIL methodologies, terminology and practices
Experience in the use of multiple WFM software solutions, Genesys is a plus.
Experience in supervising and/or team leadership
Innovative, out of the box thinker
Self- motivated and high initiative
Team player
Presentation and training skills a plus
Experience working on Government Contracts a plus
Ability to work with minimal supervision



Daily Job Duties:

Utilization of any of the above mentioned knowledge and skills
Work with existing WFM team members to complete daily tasks leveraged between roles.
Always looks for ways to improve current processes & procedures (from both a WFM & account standpoint) and proactively makes recommendations.
Assist in providing WFM training to agents, account leaders & other WFM team members
Attend all required meetings & participate in open discussions of current issues & solutions
Report creation and distribution. Provide additional assistance to agents regarding time off requests, password resets, etc