Workforce Management Team Lead

2 Months ago • 1 Years +

Job Description

The Workforce Management (WFM) Team Lead oversees real-time analysis for the global Customer Relationship Center, ensuring ITIL-based service management. This role leads a distributed team of Real-Time Analysts and WFM Specialists, optimizing resource utilization to meet Service Level Agreements (SLAs) across all support channels and delivering regular reports to leadership. Key responsibilities include monitoring resource allocation, coordinating schedule adjustments, and supporting capacity management.

Must Have:

Lead and manage the performance of Real-Time Analysts and WFM Specialists.
Ensure adherence to ITIL-aligned operational processes.
Monitor and manage real-time resource allocation.
Coordinate schedule adjustments and skill-based routing.
Support the Capacity Management process.
Develop and deliver actionable performance reports and dashboards.
Collaborate with Analytics and Service Management teams.
Conduct root cause analysis for SLA breaches.
Identify opportunities for process optimization and automation.
Maintain documentation of WFM processes.
Respond to ad-hoc data and reporting requests.
Meeting service-level agreements.
Delivering regular reports.

Perks:

Personal performance bonus
Private Health Insurance (including eye care and dental)
Life Assurance
Long Term Disability Insurance
Pension
Significant discount on the world’s best video games
Access to Ubisoft's back catalogue on PC
25 days of holiday
Work in the heart of Newcastle city centre, right on top of Haymarket metro station in a lively, international and creative space
A kitchen stocked with cereals, fruits, unlimited filtered water, teas, coffee
Regular professional and social events
Flexible working hours
A casual dress code
Fun, we like to work hard but have a laugh too!

Add these skills to join the top 1% applicants for this job

team-management

communication

resource-allocation

game-texts

resource-planning

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.