Workforce Management Team Lead

Job Description

Job Description
The Workforce Management (WFM) Team Lead is accountable for overseeing the operational performance of real-time analysis for the global Customer Relationship Center, ensuring alignment with ITIL-based service management practices. This role leads a geographically distributed team of Real-Time Analysts and WFM Specialists, ensuring optimal resource utilization to meet defined Service Level Agreements (SLAs) across all support channels and facilitating delivery of regular reports to the leadership team.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Core duties and responsibilities include the following. Other duties may be assigned.
• Lead and manage the performance of Real-Time Analysts and WFM Specialists across global delivery centers (Newcastle, UK and Pune, India)
• Ensure adherence to ITIL-aligned operational processes, including real-time monitoring and incident escalation protocols
• Monitor and manage real-time resource allocation to ensure capacity meets demand in accordance with forecasted workloads
• Coordinate schedule adjustments and skill-based routing to maintain SLA compliance and minimize service degradation
• Support the Capacity Management process by analyzing trends and variances in staffing and workload forecasts
• Develop and deliver actionable performance reports and dashboards to stakeholders
• Collaborate with the Analytics and Service Management teams to define and refine KPIs and metrics
• Conduct root cause analysis for SLA breaches or forecast variances, contributing to the Problem Management process
• Identify opportunities for process optimization and automation in alignment with Continual Service Improvement initiatives
• Maintain documentation of WFM processes and ensure compliance with governance standards
• Respond to ad-hoc data and reporting requests, ensuring accuracy and alignment with business objectives
• Assume and perform other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to workforce management
SUPERVISORY RESPONSIBILITIES:
Supervises the Real Time Analysts and WFM Specialists in Newcastle and Pune. Is responsible for the overall direction, coordination, and evaluation of these units. Responsibilities include interviewing new candidates; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
ACCOUNTABILITY:
• Meeting service-level agreements
• Delivering regular reports
BUSINESS RELATED CONTACTS:
• Worldwide team leaders
• Vendor Operations
• Analytics
• Service Operations
• Incident Management
• Problem Management
• Finance
COMPETENCIES:
To perform the job successfully, an individual should demonstrate the following competencies:
Intellectual
• Analytical
• Design
• Problem Solving
• Technical Skills
Interpersonal
• Interpersonal Skills
• Oral Communication
• Written Communication
• Teamwork
Organization
• Business Acumen
• Cost Consciousness
• Diversity
• Ethics
• Organizational Support
Self-Management
• Judgment
• Motivation
• Planning/Organizing
• Professionalism
• Quality
• Quantity
• Safety and Security
• Adaptability
• Attendance/Punctuality
• Dependability
• Initiative
• Innovation
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION:
• Five GCSEs grades 4/C or above (or equivalent).
EXPERIENCE:
• One year workforce management, or
• Two years customer support/contact center leadership, or
• Other relevant industry experience
LANGUAGE SKILLS:
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
MATHEMATICAL SKILLS:
• Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
REASONING ABILITY:
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
COMPUTER SKILLS:
To perform this job successfully, an individual should have knowledge of:
• Spreadsheet software (Excel, intermediate to expert level)
• Workforce management software
• Other: Outlook, MS Teams, Salesforce, Tableau, Power BI, Jira, Confluence

Jobcode: Reference SBJ-nee1o5-216-73-216-0-42 in your application.