Team Leader Intraday

Role Overview

The Intraday Team Leader is responsible for leading a global team of Intraday Analysts across Philippines and Canada in monitoring and managing real-time service level performance. This role ensures that intraday strategies are executed effectively, operational engagement is maintained, and all reporting requirements are delivered with high accuracy and timeliness. This role drives value by leading continuous process improvement initiatives.

Specific Duties And Responsibilities

• Lead and manage a diverse team of Intraday Analysts in Philippines and Canada and partner with the NQX Philippines and NQX Canada Operations teams to manage agent adherence to schedule and absenteeism
• Work with the NQX Philippines and NQX Canada Operations team and Partner Intraday team to identify, analyze, and mitigate issues affecting our ability to meet requirements
• Monitor queue performance and volumes to enable formulation of strategies and mitigate surplus or shortfall of required supply
• Ensure that schedule corrections and activity planning are captured in a timely fashion
• Coordinate production of ad-hoc and regular reporting
• Meet with Internal and External Teams to resolve technical and agent availability concerns
• Validate and resolve escalation from Ops and Bell partners and ensure coaching or disciplinary action is provided to analysts about opportunities
• Responsible in training new hires and task distribution according to tenure/expertise ensuring right people are managing Real Time Tasks accordingly
• Monitors, audits and provides reports for Intraday Analysts’ deliverables ensuring all timelines and accuracy target are met.
• Creates results reports for use of multiple stakeholders and provides insights, quantitative and qualitative analysis on impacts being delivered/ after the fact and their relevance to the business.
• Generate ideas for process and service improvement planning and Implement initiatives in managing changes and transformation to create value add - within the team or entire workgroup
• Assist with projects and other duties as requested or assigned
• Facilitate talks to educate OPs agents and Leaders about WFM related processes/policies
  
  

• Advanced Microsoft Excel Knowledge: Expert-level skills in Excel for managing complex data, creating trackers, and generating automated reports.
• Analytical & Strategic Thinking: Ability to assess global performance trends and make informed real-time decisions.
• Data-Driven Insights: Ability to use Office tools to monitor, audit, and provide accurate reports for global deliverables across the Philippines and Canada.
• Communication: Fluent in the English language (written and verbal) to effectively coordinate with global stakeholders. French language is an asset but not required.
• Process Orientation: Highly detail-oriented with a focus on implementing and refining operational processes.
  
  

• Leadership Skills: Strong ability to motivate, mentor, and supervise a team with minimal direction.
• Technical Proficiency: Experience with NICE Workforce Management, Genesys, and Avaya ACDs.
• Adaptability: Flexibility to work autonomously in a fast-paced environment with constant changes.
  
  

• Equivalent education and/or relevant work experience in workforce management, data analytics, or contact center operations may also be considered in lieu of a formal degree
  
  

• At least 2 years of leadership experience in Workforce Management or similar operational role.
• Experience in handling cross-geographical teams (Philippines and Canada) is a significant advantage.
  
  

• Ability to work in a 24/7 rotating shift environment to support global hours, including night shifts and holidays, as required.
• Expected to follow company’s onsite reporting policy.
  
  

• Demonstrated ability to work autonomously in high-pressure, time-sensitive situations.
• Proven history of delivering accurate results reports and insights for multiple stakeholders, ensuring all timelines are met.
• Demonstrated success in implementing process improvement initiatives that create value-add for the team or entire workgroup.