WFM Team Lead

Key responsibilities:

• Monitor and analyze workforce management metrics including occupancy, adherence, shrinkage and service levels to identify trends and opportunities for improvement
• Create and manage schedules that align staffing levels with customer demand whilst minimizing labor costs.
• Lead and supervise the WFM team, providing coaching, guidance and performance feedback to ensure team members are meeting their objectives
• Collaborate with operations and management teams to forecast staffing requirements based on call volume projections and business needs
• Track and report on key performance indicators (KPIs) to senior management, highlighting variances and recommending corrective actions
• Implement process improvements and best practices to enhance workforce efficiency and operational effectiveness
• Conduct training sessions for agents on scheduling policies, time management and adherence expectations
• Respond to scheduling challenges and staffing conflicts in a timely and professional manner
• Liaise with HR and payroll departments to ensure accurate recording of employee time and attendance data
• Support the development and maintenance of workforce management tools and systems

What we're looking for:

• At least 1-2 years of minimum experience as WFM Team Lead (non-negotiable)
• At least with experience in WFM field
• Proven experience in a workforce management or operations management role within a contact center or call center environment
• Demonstrated leadership experience with the ability to motivate and develop team members effectively
• Strong analytical skills with proficiency in workforce management systems and Excel or similar data analysis tools
• In-depth knowledge of call center operations, including staffing models, forecasting methodologies and scheduling principles
• Excellent communication and interpersonal skills with the ability to work collaboratively across multiple departments
• Strong problem-solving abilities with a focus on identifying practical solutions to operational challenges
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment
• Proficiency in English, both written and verbal
• Familiarity with contact center metrics and KPIs such as AHT, ASA, FCR and quality scores is advantageous
• Experience with workforce management software platforms is preferred

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