WFM Lead

Department: CX Analytics

Employment Type: Full Time

Location: Remote

Reporting To: Mariya Antipova

Description

We are seeking a highly motivated and experienced WFM Lead to join our dynamic team. The WFM Lead is responsible for the planning, execution, and oversight of RTM processes to optimize staffing levels and enhance operational efficiency. This role involves analyzing data,short-term forecasting demand, adjusting schedules, and collaborating with various departments to ensure the right resources are in place at the right time. The ideal candidate will possess strong leadership skills, a deep understanding of RTM processes, and the ability to make quick, informed decisions in a fast-paced environment.The WFM Lead will report to the WFM manager and work closely with the customer support team to ensure that customer support is delivered in a timely and efficient manner.

Key Responsibilities

• Proactively monitor real-time processes, identify performance bottlenecks, and implement solutions to ensure optimal efficiency and scalability.
• Lead the response to critical incidents, coordinating with various teams to rapidly resolve issues and minimize impact on customers. This includes root cause analysis and implementing preventative measures.
• Manage and mentor a team of RTM/WFM coordinators, providing guidance, training, and support to foster a high-performing team.
• Analyse regular CX reports, identifying trends and areas for improvement. Utilize data to inform strategic decisions.
• Proactively re-plan for short-term capacity needs, considering the sufficiency of the floor capacity.
• Identify and implement RTM process improvements to streamline workflows and enhance efficiency.
• Collaborate with workforce management team to ensure accurate forecasting and scheduling
• Effectively communicate with other departments, including Operational management, Training, Quality, Analysts, HR, Payroll, IT
  
  
  

Skills, Knowledge & Expertise

• Bachelor's degree in a relevant field (e.g. math, statistics, business)
• 4+ years of experience in WFM with at least 2 years in a leadership role.
• Proficiency in WFM system and Microsoft Excel
• Excellent knowledge of contact center processes and metrics
• Strong analytical and problem-solving skills
• Strong leadership, communication, and interpersonal skills.
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities
• Upper-intermediate English proficiency