WFM Team Lead
Core
Lead global Workforce Management (WFM) operations, billing support, and reporting accuracy for multiple BPO accounts.
Role type
Senior IC WFM Operations Lead (Billing & Reporting)
Builds
Accurate WFM reports, billing reconciliation files, and governance controls for global accounts.
Domain
Business Process Outsourcing (BPO) / Workforce Management / Financial Operations
Required skills
WFM operations, billing reconciliation, data analysis, stakeholder management, process standardization, discrepancy resolution, team leadership, reporting automation, timekeeping systems, governance controls
Preferred skills
Power Query, Power BI, SQL, VBA, NICE, Verint, Aspect, Genesys, Calabrio, multi-timezone management, multi-channel operations
Technologies
Excel, Power Query, Power BI, SQL, VBA, NICE, Verint, Aspect, Genesys, Calabrio
Responsibilities
Manage global WFM reporting and billing support across accounts; Validate billable headcount and productive hours; Reconcile WFM records against schedules and timekeeping systems; Prepare invoice-support files and exception reports; Investigate and resolve billing discrepancies; Standardize reporting definitions and governance practices; Coach RTAs and analysts on accuracy and escalation; Develop reporting automation tools; Monitor RTA coverage and shift handovers.
Seniority
Senior, hands-on IC