Global WFM Client Leader

About the role

Overview TeKnowledge is looking for a diligent Global WFM Client Leader to be a key player in our Workforce Management business unit. You will be responsible for creating, delivering, and executing WFM strategies across a range of LOBs and verticals as well as providing insights and guidance that support the organization’s goals of achieving the highest possible standards of Workforce Management for our operations and clients.

What you'll do

• Interface with clients to support business requirements for staffing and scheduling
• Provide constant and ongoing real-time global command center oversight
• Ensure business service level metrics are met and optimize agent resources to meet the volume arrival patterns for each scheduled day and/or interval
• Oversee communication of intraday performance trends, barriers, and risks impacting the company’s ability to meet operational goals
• Work with frontline associates and managers to seamlessly embed WFM into standard operating procedures and oversee change management (e.g. identifying change champions

What you need

• 8–14 yrs of experience
• SOP writing
• BBA

Good to have

• Excel
• MS Office
• Customer service