Workforce Team Leader

About Us

At TSA Group, we design and deliver contact centre solutions for some of the world’s leading brands. We create experiences that people love, by revolutionising the way they connect with brands. Our work spans multiple industries, including telco, logistics, insurance, automotive, travel, and government. With over 5,000 dedicated professionals across Australia, New Zealand, and the Philippines, we ensure that every interaction is meaningful and impactful.

We have a team of talented technology experts and customer experience consultants that work hand in hand to create this seamless and genuinely enjoyable customer journey. Our technology experts build the tech that enables our clients to deliver great experiences for their customers, and our consultants work to provide a tailored and considered approach to customer service and sales.

Company Description

TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally.

We’re a purpose driven business and our mission is clear. We endeavor to create experiences that people love, by revolutionizing the way they connect and communicate with brands.

Job Responsibilities

What will your normal day look like:

The Team Leader Workforce Management is responsible for a team of Real Time Analysts and Workforce Analysts management of Forecasting, Scheduling and monitoring all omni channel queues and ensuring proactive actions are taken on rosters to ensure target metrics are achieved.

They motivate, inspire, and engage their team to ensure each of them can deliver the required performance and outcomes as defined by TSA and our client. The Team Leader will be responsible for the Team leadership, coaching, development, and engagement.

The Team Leader also contributes strategically by collaborating with their Line Manager to improve the end-to-end workforce management processes to exceed both TSA and Client objectives. Support the cost-effective delivery of Key Performance Indicators per TSA client contracts through leadership and management of TSA’s Workforce Management activities

Qualifications

Knowledge, Skills, and Experience

• Demonstrated experience managing and leading at a contact centre industry Workforce Management team
• 3 Years of minimum experience for scheduling and real time workforce management experience
• Advance knowledge of contact centre industry workforce management planning and modelling techniques.
• Advanced knowledge and use of Workforce management systems and Telephony platforms (Verint and Alvaria highly preferred).
• Capable of managing a diverse range of internal and external stakeholders.
• Commercially aware with a focused approach on improving operational and performance and efficiency.
• Detailed orientated approach with well-developed analytical abilities.
• A leader who inspires, motivates, and is actively engaged in the management of their team. 
• Committed to the personal and skills development of all the people in the Workforce Management team.
• Flexible and agile with initiative able to manage changing priorities and competing tasks

Additional Information

Want to know more? Check out our social media pages:
 
Website: https://tsagroup.com.au/
Instagram: tsa_group_
LinkedIn: https://www.linkedin.com/company/tsa-group-australia/
 
 
TSA Group is an equal opportunity employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees and building a workforce that reflects the diverse communities we serve. We provide equal opportunities to all, regardless of gender identity, ethnicity, disability, sexual orientation, or life stage. Join us and be part of a team that values and respects every individual's unique contributions.
 
 
Stay vigilant against fraudulent job offers. We never ask for financial details during our recruitment process and legitimate communication will come from official TSA Group email addresses (e.g. @tsagroup.com.au). Your safety matters. If you receive a suspicious job offer, do not respond and report it to tsatalent@tsagroup.com.au.

TSA Group is an equal opportunity employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees and building a workforce that reflects the diverse communities we serve. We provide equal opportunities to all, regardless of gender identity, ethnicity, disability, sexual orientation, or life stage. Join us and be part of a team that values and respects every individual's unique contributions.

Stay vigilant against fraudulent job offers. We never ask for financial details during our recruitment process and legitimate communication will come from official TSA Group email addresses (e.g. @tsagroup.com.au). Your safety matters. If you receive a suspicious job offer, do not respond and report it to tsatalent@tsagroup.com.au.