Workforce Management Lead

Job description

As a WFM Lead, you will play a crucial role in supporting our agents and operational teams to optimise SLA and efficiency whilst protecting agent well-being.

You’ll be supporting and levelling up our WFM team in our quest to provide the best and lowest-effort customer experience, whilst ensuring our processes and costs scale globally with the company’s rapid growth Your Mission

• Grow and level up your team, supporting their development through the WFM Career map and beyond
• Set the scheduling strategy for the upcoming 3 months or intraday strategy for the next 2 weeks
• Build scalable scheduling or intraday routines, identify and highlight replication opportunities for global consistency
• Understand and interrogate our forecasts, making adjustments using your expertise and optimise our coverage to meet our SLAs, efficiency goals and resolution times
• Identify process improvement opportunities and take the initiative to automate, improve efficiency, and reduce waste and cycle times across WFM practices, whilst always considering our agents’ well-being
• Drive and be accountable for WFM KPI improvements (forecasting accuracy, scheduling accuracy, cycle times, intraday effectiveness)
• Identify performance opportunities through quality, data analytics and source-of-truth reporting
• Recommend capacity requirements and coverage distribution opportunities, supporting our strategy
• Work with our Vendor Management team to highlight opportunities and increase our flexibility Continuously improve our rolling 18 month capacity plan for the business unit, supporting your analysts with your expertise in reducing wMAPE rates Co-own quarterly OKR target-setting with your fellow leads
• Build out reports to improve the quality of decision-making in collaboration with our planners and analysts
• Build smaller-scale forecasts to support exceptional events, such as incidents
• Build regional WFM capacity plan for your team

Qualifications

You are passionate about leading people, building teams, and making a difference in your work, while also having a strong understanding of operational teams and processes. You have experience working across global teams, across different functions and you understand how to communicate cross-culturally. You get it done. You can identify and resolve issues independently, taking initiative even under unfamiliar or ambiguous circumstances.

You’ve worked with BI tools before like Looker etc. and your Excel/Spreadsheets skills are advanced! SQL and Python skills are a plus.

Experience as a people lead

At least 3 years of experience leading teams and 2 years in a Workforce Management role.

Independent problem solver

Ability to identify and resolve issues independently, even in unfamiliar or ambiguous situations.

Self-starter

Proven track record of taking ownership and creatively solving problems, while improving efficiency.

Strong understanding of WFM

Knowledgeable in forecasting and different forecasting models, capacity planning, scheduling, and real-time management.

Strong relationships with stakeholders

Ability to connect and maintain relationships with various internal teams.

Strategic and data-driven

Ability to think strategically, translate strategy into operational plans, and analyse and interpret data.

Process Expert

Lean Six Sigma experience to green-belt level, understanding how to formally document processes, automate, improve efficiency, and reduce waste and cycle times across WFM practices