WFM Team Leader at Nutun

Main Purpose of Role

To execute and manage our Workforce Management (WFM) strategy for multiple teams. The successful candidate will oversee the WFM administrators to ensure effective planning and execution of campaigns within defined [URL Removed] support the WFM administrators in managing campaigns, data and metrics to help improve overall efficiencies. Track, influence, provide solutions and escalate any factors that might affect performance

Required Minimum Education / Training

Required Minimum Work Experience

1 - 2 years of work experience in a Customer Service/Collections Environment.
1-2 years WFM experience
Previous WFM and dialer knowledge or experience in a campaign's environmento Dialer Management (Essential)

Key Performance Areas

Execute and manage WFM strategy for multiple teams to ensure forecasts and schedules are designed to penetrate efficiently and effectively to meet established business goals and client scorecard parameters.
Work with supplier of our Dialer/WFM software to ensure complete optimization of dialer function as well as best use of data provided.
Liaise with teams in the campaigns department to ensure correct selection of key data and creation of dialing lists for outbound campaigns.
Build and maintain strong relationships with both internal and external stakeholders with regards to campaigns under management.
Demonstrate the ability to change focus quickly to support the needs of the business - including covering for other roles where required - displaying energy and commitment in all you do.

Campaign Planning

Contribute to the development of the campaign strategy to optimize the campaigns performance to reach business goals.
Define the campaign brief outcomes to meet the required set targets with the business.
Support business in driving new initiatives or projects.

Campaign Management

Insights and reporting maintain, as well as share/present the progress and performance.
Operational Compliance Ensure data processes are adhered to and highlight any identified contact data abuse of leads.
Continuous improvement, identify and implement optimization plans around targeting with the goal of increasing campaign profitability.
Own vehicle is preferred due to International hours and seven-day operation.

Desired Skills