Workforce Management Team Lead

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