The WFM Scheduler Team Lead is responsible for leading the scheduling and Real-Time Adherence (RTA) function to ensure optimal staffing, service level performance, and operational efficiency. This role involves hands‑on scheduling ownership, real‑time decision‑making, and direct leadership of RTA analysts. The Team Lead acts as a key link between Operations, Planning, and WFM to balance customer demand with employee productivity. Key Responsibilities Workforce Scheduling Lead the creation, maintenance, and optimization of short- and long-term workforce schedules aligned to forecasted demand Review and adjust schedules to support service level, occupancy, shrinkage, and labor targets Ensure schedules comply with labor laws, company policies, and contractual requirements Analyze schedule effectiveness and drive continuous improvement initiatives Real-Time Adherence (RTA) & Intraday Management Oversee real‑time monitoring of queues, volumes, and agent adherence Lead intraday decision‑making including reallocations, overtime, VTO/VTB, and skill adjustments Manage attendance and adherence exceptions in partnership with Operations Ensure proactive communication of risks and mitigation plans to stakeholders Manage, coach, and develop a team of RTA Analysts Set clear performance expectations and conduct regular performance reviews Build RTA capability through training, mentoring, and knowledge sharing Foster accountability, engagement, and a high‑performance culture Stakeholder Management Partner closely with Operations, Forecasting, and Capacity Planning teams Provide clear insights, reports, and recommendations to leadership Support operational planning sessions and performance reviews Reporting & Analysis Deliver daily, weekly, and monthly reporting on adherence, schedule efficiency, and intraday performance Identify trends, risks, and improvement opportunities using data‑driven insights Track and report on key WFM KPIs Key Performance Indicators (KPIs) Real‑Time Adherence SLA & Occupancy Targets Team Performance and Engagement Required Skills & Experience Technical & Functional Proven experience in WFM Scheduling within a contact center environment Strong Real‑Time Adherence (RTA) and intraday management experience Demonstrated experience managing and leading RTA teams Working knowledge of WFM tools (e.g., Genesys, NICE, Verint, Aspect, or similar) Strong analytical and problem‑solving skills Leadership & Behavioral People management and coaching experience Excellent communication and stakeholder management skills Ability to make quick, data‑driven decisions under pressure Strong organizational and prioritization skills Qualifications Minimum 3–5 years of experience in Workforce Management At least 1–2 years in a Team Lead or supervisory role Relevant WFM, Operations, or business‑related preferred Working Conditions Fast‑paced contact center environment May require flexible working hours to support operational needs It is our policy to provide equal employment opportunities to all individuals based on job‑related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non‑discriminatory environment free from intimidation, harassment or bias based upon these grounds. #J-18808-Ljbffr