Job Description
The WFM Team Lead is responsible for leading the Workforce Management function within a contact centre environment, ensuring optimal workforce planning, scheduling, and real-time performance management. The role focuses on driving service level achievement, operational efficiency, and continuous improvement through effective leadership of WFM Schedulers and Real-Time Analysts (RTAs).
Key Responsibilities
- Lead, coach, and develop a team of WFM Schedulers and Real-Time Analysts (RTAs)
- Set clear performance expectations and ensure team accountability
- Provide ongoing feedback, training, and support to build team capability
- Foster a culture of high performance, collaboration, and continuous improvement
Workforce Planning & Scheduling
- Oversee the development and management of agent schedules aligned to forecasted volumes, AHT, and shrinkage assumptions
- Ensure optimal staffing coverage to meet service l...