WFM Team Leader

Key Responsibilities:

• Ensure team deliverables are accurate and timely
• Set performance objectives for all resources
• Implement industry best practices in WFM processes
• Conduct impact and trend analysis to drive cost-effective strategies
• Coordinate with Operations & WFM Leadership on scope and guidelines
• Support customer initiatives for new business growth
• Ensure proper escalation paths are followed
• Develop WFM staff on functional expertise

Requirements:

• Bachelors Degree in Finance, Accounting, Engineering, Business Administration, or Logistics — OR 3 additional years of WFM experience
• Minimum 3 years WFM experience in call center / customer service
• Minimum 1 year in current position
• Team management experience — required
• Proficiency in WFM tools (Verint, IEX, CMS) and MS Office / Google Suite
• Strong knowledge of call center operations, staffing, scheduling, and service level analysis
• Statistical & financial analysis skills
• BPO experience is a plus
• Fluent in English
• Strong analytical, communication, and stakeholder management skills
• Adaptable, results-oriented, and able to perform under pressure