Provides clear expectations, makes decisions, and holds teams accountable for kicking goalsManages risk and empowers the team to deliver resultsSupports the team to act in the best interests of our customers through genuine interactionsChallenges the status quo by supporting digital advancements and innovate solutions to new ways of workingPromote flexible work practices, forming teams rapidly to deploy solutions for ever-shifting demandsModels team work, leverageand manages team's strengths to deliver results and supprt othersBuilds teams that prosper from diversity of ideas and approach and celebrate inclusivityCreates an environment where safety and wellbeing is prioritised and actioned and people are motivated towards meaningful work and common goalsKey AccountabilitiesLead and manage the WFM Team to deliver an effective, high quality, low cost operations to exceed customer, employee and shareholder objectivesAccountable for building and maintaining a highly engaged and enabled workplaceLead abs develop the capacity of others through effective coaching, mentoring, professional development, and performance managementIdentify and lead opportunities to improve systems, processes and communications and work with peers to implement solutions that enhance the experience of people and customersSupport and maintain a dynamic flexible scalable workforce across contact centers, leveraging common infrastructure, telephony, and footprint for scale advantageVirtual community lead for WFM TeamAccountable for tye operational effectiveness of the IVR including outages, changes ans implementation of new technologyDeliver high quality WFM tools and templatesto drive consistencyExplore data insights and contact centre best practice and bring recommendations for consideration ans decision to Contact Center ManagersDrive consistency across WFM team including but not limited to, Planning, Scheduling, Optimisation, Dialer and IVRDeliver detailed modelling, data insights and contact center best practiceEnsure all expenditure remains aligned with over budget, continually identifying opportunities to reduce expenditure and increase overall effectiveness