The WFM Team Lead is responsible for leading the Workforce Management function within a contact centre environment, ensuring optimal workforce planning, scheduling, and real-time performance management. The role focuses on driving service level achievement, operational efficiency, and continuous improvement through effective leadership of WFM Schedulers and Real-Time Analysts (RTAs). Key Responsibilities Lead, coach, and develop a team of WFM Schedulers and Real-Time Analysts (RTAs) Set clear performance expectations and ensure team accountability Provide ongoing feedback, training, and support to build team capability Foster a culture of high performance, collaboration, and continuous improvement Workforce Planning & Scheduling Oversee the development and management of agent schedules aligned to forecasted volumes, AHT, and shrinkage assumptions Ensure optimal staffing coverage to meet service level agreements (SLAs) and operational targets Review and approve schedules to ensure efficiency and compliance with business requirements Real-Time Operations Management Monitor intraday performance and ensure proactive adjustments to staffing and schedules Guide RTAs in managing queue performance, adherence, and service level risks Act as an escalation point for critical real-time decisions Performance Analysis & Reporting Analyse key WFM metrics such as service level, occupancy, adherence, and shrinkage Ensure accuracy and integrity of workforce data and reporting Provide insights and recommendations to improve operational performance Stakeholder Engagement Collaborate with Operations, clients, and support teams to align workforce plans with business needs Communicate risks, recommendations, and performance updates effectively Act as the main link between WFM and operational teams Identify trends, inefficiencies, and opportunities for process improvement Drive initiatives to optimize workforce utilization and service delivery Ensure adherence to WFM best practices, policies, and governance Tools & Systems NICE IEX Aspect Amazon Connect Microsoft Excel & Power BI Requirements Experience in a contact centre or BPO environment Previous leadership, mentoring, or team coordination experience Strong analytical and problem‑solving skills Excellent communication and stakeholder management skills Proficiency in WFM tools (NICE IEX, Aspect, Amazon Connect) and reporting tools #J-18808-Ljbffr