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.