Join us and be a part of our newest US financial account to support workforce management team as WFM Team Lead. 

• Liaison with onshore lead and participate in business/capacity planning workshop

• Oversee management of workforce and related function

• Coordinate peak and trough schedule management

• Analyzes data and assesses trends. Develops actionable insights and recommendations in support of business objectives.

Job Responsibilities:

• Ensure that workforce is staffed optimally by creating forecast and staffing models

• Monitor request queues on a real time basis and ensure adherence to the planned and prepared schedules based on volume forecast

• Monitor SLAs and initiate contingency plans

• Makes data-supported recommendations

• Builds effective working relationships with internal and external clients/customers

• Participates in special projects and other duties assigned

• Interact and negotiate with all levels of management

Education and Other Requirements:

• Minimum experience of 5 years with customer service and workforce in the BPO/BPM industry

• Bachelors degree in any course

• A minimum of 3 to 5 years in a leadership role. Must already have experience in a team leader role.

• Amenable to work during US hours (on-site), BGC facility

• Preferably someone who can start ASAP, but not required

General Knowledge & Skills:

• Demonstrates understanding of end-to-end real-time monitoring, forecasting, scheduling, and capacity planning

• Technical functional knowledge – adept in adapting to changes in tools and processes – including ASPECT tool, IEX, Genesys, SAP and oracle.

• Experience in managing teams

• Able to coach, mentor, motivate and interact with people

• Excellent verbal and written communications 

• Strong decision making and analytical ability 

• Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools

Benefits:

• HMO for Employee and 2 Dependents (On Day 1)

• Quarterly performance bonus

• Outstanding career development opportunities

• 24 Leaves Annually

“ We value Diversity, Equity, and Belongingness. Infosys values diversity and belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on race, color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, pregnancy, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education. #Infosys #InfosysBPM #KaInfoscion #GreatPlaceToWork #INFYBPMPhilippines #JoinINFYBPMPhilippines #LifeAtINFYBPMPhilippines” 

Please refer to job description.