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 level agreements (SLAs) and operational targets Review and approve schedules to ens...