Assistant WFM Manager

Assistant Workforce Manager- Montego Bay

Teleperformance, the global leader in customer experience management, has been connecting customers with the world’s most successful companies for over 40 years. Our Digital Integrated Business Services combines human touch and high technology to deliver extraordinary customer experiences. While technology creates new and agile ways of working, our interaction experts remain committed to creating unique connections through empathy, adaptive communication skills, and more importantly, a passion for making it happen.

We are seeking an individual with strong analytical skills and an emphasis on forecasting to join our team as a Assistant Workforce Manager.

In this role, you will provide leadership to the planning, scheduling, login administration and mission control teams located both onshore and offshore. You will own quality control for the work produced by these teams and ensures that processes and tools are designed to accomplish each department’s mission. You will also be required to build rapport and interact with Business Partners.

If you are skilled in complex problem solving, critical thinking and decision-making, this position is for you!

Additional Requirements:

• College degree (business, math or statistics) or comparable work experience required.
• Strong quantitative and analytical skills
• Must be proficient with Excel and have a strong working knowledge of Windows based programs
• Must be able to multi-task, be detail oriented and possess strong organizational skills
• Ability to adapt and excel as a team player in a fast-paced and change-oriented environment
• Excellent interpersonal and written communication skills
• Ability to provide leadership, direction, motivation and build high performing teams
• Ability to work under pressure, meet deadlines and be accountable for the performance of others
• Demonstrates competency in dealing with all levels of employees and management
• 2+ years’ experience in a large inbound multi-site contact center preferred
• 2+ years’ experience performing forecasting, scheduling and intra-day staff management functions in a multi-site inbound contact center preferred
• Experience with Workforce Management software (Blue Pumpkin, eWFM, IEX, etc.) required
• Experience with Avaya CMS or comparable systems required

We are proud to be part of the Teleperformance family and offer our team members a great place to work and much more.

• Free Wi-Fi
• Free shuttle bus
• Health benefits, Paid time off
• Wellness Center with Nurse, Doctor & Counselor on site
• Management Training Program
• Onsite banking options and financial planning assistance
• Employee Engagement Programs: Staff Parties, Sports Clubs, Fun Festival Talent Show & much more!  

This position is only available in Montego Bay at our 1 Mangrove Way Freezone