Workforce Management Team Lead

SUMMARY: The Workforce Management (WFM) Team Lead is responsible for driving intraday operational excellence, schedule optimization, and workforce data integrity across multi-site client operations. The role ensures Service Level (SL) and Occupancy targets are consistently achieved through strategic real-time management, accurate reporting, and proactive stakeholder coordination. This position safeguards company revenue through 100% accurate billable hour validation while fostering a high-performance WFM culture in a fast-paced BPO environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be

assigned.

1. Lead Intraday Management Strategies

• Monitor real-time triggers and execute All Hands on Deck protocols during volume spikes or technical outages.
• Coordinate with IT and Operations to mitigate SL risks associated with tool latency (e.g., Finesse/CC Hub).

2. Oversee Capacity Planning & Scheduling ...