Team Lead, WFM Administration

Job Listing No: 9740000

Team Lead, WFM Administration

TTEC – Quezon City, Metro Manila – Pasay City, Metro Manila – POSITION SUMMARY The GWFM Supervisor assists the GWFM Manager in the supervision/execution of the activities and responsibilities of the Absence Line / Contingency Team, including reporting, workforce management, and real-time monitoring to provide the highest level of service to our internal clients. The GWFM Supervisor develops a team of competent GWFM Absence Line Specialists who are committed to meeting business needs and goals. The position collaborates with local WFM and different departments of operations, communications, IT, human resources and facilities. RESPONSIBILITIES GWFM Supervisor oversees the flawless execution of the Absence Line / Contingency team’s tasks. This includes: Ø Processing all IVR correction logs in the following scheduling tools: · eWFM · NICE IEX (Telstra/ Direct TV and Sprint) · Teleopti (Dish) Ø Proper coding of FMLA call logs Ø Sending TextBlast requests within the given timeframe. Ø Monitoring and reporting outage, weather and… – Permanent – Full-time

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