WFM Team Lead
Core
Lead the Workforce Management (WFM) team to optimize SLA, efficiency, and agent well-being while scaling global operations for a money transfer company.
Role type
Senior IC Workforce Management Team Lead
Builds
Scalable scheduling/intraday routines, global capacity plans, and decision-making reports
Domain
Fintech / Money Transfer / Workforce Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Team leadership, WFM forecasting models, capacity planning, scheduling, real-time management, Lean Six Sigma (Green Belt), BI tools (Looker), Advanced Excel/Spreadsheets
Preferred skills
SQL, Python
Technologies
Looker, SQL, Python
Responsibilities
Set 3-month scheduling and 2-week intraday strategies; optimize coverage to meet SLAs and efficiency goals; drive WFM KPI improvements (forecasting accuracy, cycle times); automate processes to reduce waste; build regional capacity plans and event-specific forecasts; co-own quarterly OKR target-setting.
Seniority
Senior, hands-on IC