Workforce Management Lead

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