WFM Team Leader

About our client:

Headquartered in Miami, Florida is the premier monthly beauty box subscription service, delivering 4-5 full-size and luxury travel-size products of well-known, popular, chic, and up-and-coming cosmetic brands. The client’s unique value proposition is its ability to provide a combination of the newest and highest quality brands and products in full-size offerings.

Services:

Cosmetics, Beauty Box, Makeup, Community, e-Commerce, Beauty, Social Media, Internet, Subscription Box, and Influencer Relations

Responsibilities:

• Scheduling across multiple time zones and geographies.

• Volume forecasting for email, chat, and voice

• Real time queue management

• Reports out analyses of daily, weekly, and monthly reporting of Workforce Staffing performance via Key Performance Indicators

• Forecast and create staffing and ensure team resource capabilities meet business demand

• Business rules management matched with technical skills: knowledge in building workflows in CRMs such as Kustomer, Zendesk, Nice inContact or Salesforce Service Cloud and managing tools such as Tymeshift or Aspect

• Background in supporting email, chat, social media and outbound voice support for an eCommerce account

• Willingness to work at night shift and on some weekends

Requirements and Competencies 

• Must have led a WFM team for at least 3 years

• Must have performed the duties of a WFM and RTA analyst for at least 1 year

• Must know how to use spreadsheets and do analysis using CSVs and pivots

• Must have good people management skills

• Amenable to work in BGC, Taguig

• Must be really good with data, understand SOX and PII compliance

• Good communication and presentation skills