WFM Lead - Remote

Overview

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.

In Short

• Proactively monitor real-time processes and implement solutions for efficiency.
• Lead response to critical incidents and coordinate with teams.
• Manage and mentor a team of RTM/WFM coordinators.
• Analyze CX reports to identify trends and inform decisions.
• Re-plan for short-term capacity needs.
• Implement RTM process improvements.
• Collaborate with workforce management for accurate forecasting.
• Communicate effectively with various departments.

Requirements

• 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 environment and adapt to changes.
• Upper-intermediate English proficiency.

Benefits

• Dynamic work environment.
• Opportunity for professional growth.
• Collaborative team culture.