Team Lead - Workforce Management

Job Overview:

The role works closely with Operations, including in-house teams and vendor partners, as well as client stakeholders, to monitor workforce performance, address operational challenges, and drive effective workforce strategies that support service delivery and customer experience objectives.

Responsibilities:

• Oversee Workforce Management activities, including Scheduling, Real-Time Management, and Intraday Workforce Optimization, to support achievement of Service Level KPI’s and Operational Performance objectives.
• Monitor workforce performance indicators, including Service Levels, Staffing Alignment, Schedule Adherence, Occupancy, Shrinkage, Forecast Accuracy, and Queue Performance.
• Coordinate workforce management activities to address operational risks, workload fluctuations, staffing variances, and changing business requirements.
• Review workforce plans, schedules, and intraday staffing adjustments to ensure alignment with forecasted demand and business objectives.
• Analyze workforce and operational performance trends, identifying risks, opportunities, and recommendations to improve service delivery and workforce efficiency.
• Prepare, review, and communicate workforce management reports, operational performance updates, and actionable recommendations to stakeholders.
• Act as an escalation point for workforce-related issues and support resolution of service level risks, staffing challenges, and operational disruptions.
• Collaborate with Operations teams, vendor partners, and client stakeholders to ensure workforce strategies align with service delivery requirements and business objectives.
• Support operational response activities during volume spikes, system outages, business disruptions, and other critical events to minimize customer impact.
• Facilitate workforce management reviews and governance discussions to ensure operational alignment and performance accountability.
• Identify opportunities to improve workforce management processes, reporting capabilities, and workforce utilization practices.
• Promote adherence to workforce management governance standards, company policies, labor regulations, and contractual requirements.

Qualifications:

• Bachelor's degree or equivalent combination of education and relevant work experience.
• 5–8 years of Workforce Management experience supporting Contact Center Operations environments.
• Demonstrated experience across Workforce Scheduling, Real-Time Management, Intraday Planning, and Workforce Optimization functions.
• Experience supporting both in-house and outsourced/vendor contact center environments preferred.
• Experience engaging with operational leadership, client stakeholders, and cross-functional business partners.
• Demonstrated experience providing guidance, coaching, and subject matter expertise to Workforce Management team members, including Real-Time Analysts and Schedulers, to support capability development, operational consistency, and adherence to Workforce Management best practices.
• Advanced knowledge of Workforce Management platforms such as NICE, Verint, Aspect, Genesys, or other industry-standard WFM tools.
• Familiarity with contact center technologies and telephony platforms such as Avaya, Cisco, Amazon Connect, Five9, or equivalent systems.
• Strong understanding of Contact Center operations, systems, and end-to-end customer service environments.
• Advanced proficiency in Microsoft Office applications, workforce reporting tools, and workforce analytics.
• Strong analytical skills with the ability to analyze workforce data and translate findings into actionable operational recommendations.
• Strong understanding of contact center operations, workforce management principles, and service delivery models.
• Comprehensive knowledge of workforce metrics including Service Level, Forecast Accuracy, AHT, Occupancy, Shrinkage, Adherence, Capacity Planning, and Workforce Optimization.
• Strong mentoring, coaching, and stakeholder management skills.
• Effective verbal and written communication skills, with the ability to engage stakeholders and influence operational outcomes.
• Demonstrated ability to manage multiple priorities, adapt to changing business conditions, and perform effectively in a fast-paced environment.
• Strong customer focus with a solid understanding of service delivery objectives and customer experience outcomes.
• High attention to detail, operational accuracy, accountability, and execution excellence.

Why work with us?

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