Position Overview:

We are seeking a highly skilled and detail-oriented leader to join our Workforce Management (WFM) team within our Call Center operations. The WFM Team Lead plays a critical role in supporting the WFM Manager while overseeing and guiding a team of WFM associates to ensure optimal staffing and scheduling for the organization. This individual is responsible for overseeing aspects of daily WFM operations, maintaining accurate staffing levels, analyzing and reporting on workforce data, and ensuring that the team effectively executes tasks to support the organization's operational goals. The WFM Team Lead will also collaborate with various departments to ensure seamless operations and high performance.

Collaboration & Communication:

• Communicate any schedule changes, forecast updates, or operational impacts to key stakeholders in a timely and effective manner.
• Serve as the point of contact for scheduling or WFM-related inquiries for internal teams.

Process Improvement:

• Continuously assess existing processes and workflows to identify areas for improvement in both team management and operational efficiency.
• Assist the WFM Manager in implementing new tools, technologies, or strategies to improve WFM operation.

Compliance & Adherence:

• Ensure that all team members adhere to company policies, industry regulations, and best practices for workforce management.
• Support the WFM Manager in managing compliance with labor laws, attendance policies, and internal guidelines.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Qualifications:

· 1-2 years of experience in workforce management, scheduling, or a related field, with at least 1 year in a supervisory or leadership role.

· Judgment: can discern when to inquire, advocate, drive or resolve more decisively.

· Continuous learning: Commits to continuous learning/improvement in diversity, inclusion, and cultural competence.

· Corporate communications: Acknowledge and address possible unfavorable impact.

· Corporate social responsibility: influences media and marketplace via communication and community outreach to competitively position the organization.

· Brand management: identifies, partners, and leverages relationships with key external diverse suppliers, organizations, and customers to enhance the supply chain and increase market share, revenues, and loyalty.

· External Market Knowledge: Understands and is current on global and local trends/changes and how they inform and influence D&I.

· Supplier Diversity: Identifies, partners, and leverages relationships with key external diverse suppliers, organizations, and customers to enhance the supply chain and increase market share, revenues, and loyalty.

Attendance and Punctuality:

Regular attendance and punctuality are vital attributes for all employees and critical for our staff as we are the role models for our organization and future leaders. It is important for employees to attend work regularly and to arrive at work on time, because failure to do so detrimentally affects employee morale and productivity throughout North End Teleservices, LLC.

Compensation:

North End Teleservices will offer a comprehensive benefits package. Compensation is commensurate with skills and experience.

Why North End Teleservices?

At North End Teleservices, we value creativity, innovation, and a deep understanding of our business and clients. As a Creative Proposal Writer, you will have the unique opportunity to shape how we communicate our value and vision, directly influencing the success of our business. Join us and be part of a team that thrives on collaboration, creativity, and making a real impact in the lives of our clients and communities.

DEI Competencies

Diversity equity and inclusion as a leadership competency is a measure of success within NET.

• Cultural competence:
  • Understand multiple frameworks, values, and norms.
    • Demonstrates an ability to flex style when faced with myriad dimensions of culture to be effective across cultural contexts.
    • Negotiation: Negotiates and facilitates cultural differences, conflicts, tensions, or misunderstandings.
    • Judgment: Can discern when to inquire, advocate, drive, or resolve more decisively.
    • Continuous learning: Commits to continuous learning/improvement in diversity, inclusion, and cultural competence.
    • Corporate communications: Acknowledge and address possible unfavorable impact.
    • Corporate Social Responsibility: Influences media and marketplace via communication and community outreach to competitively position the organization.
    • Brand Management: Identifies, partners, and leverages relationships with key external diverse suppliers, organizations, and customers to: Enhance the supply chain and Increase market share, revenues, and loyalty.
    • External Market Knowledge: Understands and is current on global and local trends/ changes and how they inform and influence D&I.
    • Supplier Diversity: Identifies, partners, and leverages relationships with key external diverse suppliers, organizations, and customers to Enhance the supply chain and Increase market share, revenues, and loyalty.

North End Teleservices is an equal opportunity employer and is committed to diversity in its workforce. North End Teleservices recruits qualified applicants without regard to characteristics such as race, color, national origin, religion, gender, gender identity, sexual orientation, disability, veteran status, age, marital status, citizenship status, or any other status protected by law.