Operations - Team Lead

Location Malta
Discipline: Finance, Banking & Payments
Contact name: Simon Pace

Contact email: [email protected]
Job ref: 15419
Published: 9 days ago

Chosen candidate will be responsible for Forecasting, Planning and Scheduling shifts for the Agents within the Customer and Operations team.

Responsibilities include.

  • Plan an optimal schedule and real-time management system for business needs.
  • Generate daily/weekly/monthly forecasts for each team
  • Conduct real-time re-forecasting to make necessary adjustments in staff plans.
  • Achieve service level goals, by maintaining constant communication with supervisors to create short and long-term staffing models, providing recommendations when required.
  • Promote best practices in the enhancement of staffing levels while adhering to local working time regulations.
  • Produce daily, weekly, and monthly KPI reports
  • Conduct analysis of team performance and compare results to identify opportunities for improvement.


Skills & Experience.

  • Previous experience in a Call Center’s Workforce Management handling staffing and real-time management
  • Possess expertise in all workforces’ holistic cycle including capacity planning, real-time management, reporting and scheduling.
  • Has exceptional time management and organizational skills.
  • Can work independently with minimal supervision.
  • Is highly motivated and has a flexible attitude towards work.
  • Attention to detail.
  • Good communication skills in English
  • Conversant in MS Office, namely MS Excel
For more info relating to this role, email [email protected] Applicants need to be already living and working in Malta and be in possession of an EU citizenship, due to work permit restrictions.