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...