WFM Team Lead

• Named one of Fast Company's Most Innovative Companies
• Awarded Great Places to Work and Built In's Best Workplaces for the fourth year in a row
• Selected as the Best Overall Restaurant POS by NerdWallet
• Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users

• Help lead and develop a high-performing team. Oversee the Workforce Management Analysts, performing all WFM functions: Forecasting, Staffing, Scheduling, Intra-day Management and Optimization. You'll provide guidance, mentorship and support to foster their professional growth and ensure the team's success.
• Foster a culture of Insight and Action. Assist in the transition of the WFM team to a proactive analytical powerhouse. You'll empower the team to dig deep into data, identify trends, uncover root causes and translate complex information into clear, actionable recommendations for Contact Center leadership.
• Assist in standardizing and professionalizing WFM practices: Implement and enforce best practices across all core WFM functions:
• Forecasting: Produce accurate short and long-term forecasts
• Staffing: Develop optimal staffing plans to meet Service Level Agreements while proving recommendations that help maximize efficiencies
• Scheduling: Oversee the creation and optimization of Agent schedules to maximize efficiencies, while considering Agents needs, according to relevant company policies
• Intra-day Management: Guide the team in real-time monitoring and adjustment of staffing to meet dynamic Contact Center needs
• Optimization: Drive the development of meaningful reports and analysis that identify opportunities for process improvement and efficiency gains
• Foster Cross-Functional Collaboration: Partner closely with Contact Center Operations Leadership, HR, Quality Assurance, Training and other Stakeholders in each country to understand their needs, communicate insights and implement WFM strategies effectively.
• Champion Continuous Improvement: Identify and implement new tools, processes and methodologies to enhance the accuracy, efficiency and effectiveness of our global WFM team.

• A Bachelor's Degree with a major in Mathematics, Statistics, Economics, Actuary, Operations Research or Industrial Systems Engineering (preferred) - or comparable working experience within the Contact Center industry.
• Experience: 3+ years of experience in Workforce Management, with a strong focus on Forecasting, Staffing, Scheduling, Intra-day Management and Optimization in a Contact Center or similar high-volume operational environment.
• People Management: previous experience coordinating a group of Analysts, collaborating with them, coaching them for a productive work environment and making sure deadlines are met
• Demonstrated ability to take initiative, lead by example and support the development of the WFM Analysts team.
• Strong analytical skills with a track record of translating data into actionable insights and recommendations.

• Technical Skills:

• Proficiency in Workforce Management ACD (Genesys, Avaya, Cisco, Talkdesk, etc,), CRM (Microsoft 365, Salesforce Sales and Service Clouds) and WFM systems (Verint, Aspect, Playvox, etc.).
• Advanced spreadsheet (Excel or Google Sheets) skills (VLOOKUP, pivot tables, complex formulas, data analysis tools).
• Strong analytical and data modeling skills.
• Experience with reporting tools (e.g., Tableau, Power BI) is a plus.

• Excellent communication and interpersonal skills, with the ability to influence and collaborate effectively with Stakeholders at all levels.
• A passion for driving operational excellence and a commitment to continuous improvement.
• Be an agent of change: instead of fearing change, foster it and drive it - flexibility to build something bigger and better than before.
• Previous experience in the food and hospitality industries.

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