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...