• We are seeking an experienced and results-driven Workforce Management Lead to join our dynamic team. The ideal candidate will have a strong background in end-to-end workforce management, including real-time operations, forecasting, scheduling, and reporting. This role requires a proactive leader who excels in analyzing data, identifying trends, and implementing action plans to improve service delivery and team performance.

Key Responsibilities:

• Manage and oversee end-to-end workforce management processes, including real-time management, forecasting, scheduling, and reporting.
• Provide detailed data and reports to support decision-making around product features, usage, performance, and channel acquisition.
• Lead, coach, and develop a high-performing team by providing regular feedback and conducting monthly performance sessions.
• Establish and track key performance indicators (KPIs), analyze compliance, risk, audit performance, and communicate findings to the team.
• Collaborate with cross-functional teams to ensure optimal workforce efficiency and service level achievement.
• Develop and implement action plans to resolve service delivery or service level issues.
• Create and deliver professional PowerPoint presentations and Excel reports for internal and external stakeholders.
• Maintain strong communication and coordination with both internal teams and clients, ensuring alignment on goals and objectives.
• Actively participate in workforce planning and improvement initiatives to drive operational excellence.

Qualifications:

• Minimum of 4-6 years of end-to-end Workforce Management experience (including real-time, forecasting, scheduling, and reporting).
• At least 2 years of experience in people management and team leadership.
• Strong analytical and problem-solving skills, with the ability to interpret data and implement effective solutions.
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word).
• Exceptional communication, coordination, and interpersonal skills.
• Detail-oriented and results-driven, with a proactive approach to addressing challenges and delivering solutions.
• Ability to thrive in a fast-paced, dynamic work environment.