Workforce Management Lead
Core
Lead a Workforce Management team to optimize SLA, efficiency, and agent well-being while scaling global operations for a money transfer business.
Role type
Senior Workforce Management Lead
Builds
Scalable scheduling and intraday routines, global capacity plans, and decision-making reports
Domain
Fintech / Money Transfer / Contact Center Operations
Required skills
Team leadership, Workforce Management strategy, Forecasting models, Capacity planning, Scheduling, Process improvement (Lean Six Sigma), Data analytics, Stakeholder management, BI tools (Looker), Excel/Spreadsheets
Preferred skills
SQL, Python
Responsibilities
Set scheduling and intraday strategies, build scalable routines, optimize coverage to meet SLAs, drive WFM KPI improvements, automate processes, build regional capacity plans, co-own OKR target-setting, support vendor management, build forecasts for exceptional events.
Seniority
Senior, hands-on IC
