We’re looking for a skilled and driven Workforce Management Lead to join our growing team. In this role, you’ll oversee the full spectrum of workforce operations—from forecasting and scheduling to real-time monitoring and reporting. You’ll be instrumental in turning data into insights, guiding your team to peak performance, and ensuring our service delivery meets high standards.

What You’ll Do:

• Take charge of workforce planning activities including forecasting demand, creating schedules, tracking real-time performance, and generating insightful reports.
• Deliver accurate data and analysis to help shape decisions on product usage, team performance, and channel efficiency.
• Lead and mentor your team—conduct regular check-ins, provide constructive feedback, and support professional growth.
• Set, monitor, and analyze KPIs to assess performance, manage risk, and ensure compliance across workforce processes.
• Collaborate with other teams to make sure staffing and service levels are aligned with business goals.
• Troubleshoot service delivery gaps by creating and executing action plans to boost performance.
• Prepare and present reports and presentations (PowerPoint/Excel) to both internal stakeholders and external partners.
• Keep communication open and clear across teams and with clients to stay aligned on expectations and outcomes.
• Play an active role in continuous improvement initiatives, bringing ideas that enhance efficiency and effectiveness.

• 4–6 years of hands-on experience in all aspects of workforce management: forecasting, real-time monitoring, scheduling, and reporting.
• 2+ years in a leadership role with proven success in managing and developing team members.
• Strong skills in analyzing complex data and turning insights into action.
• Proficiency in Microsoft Office tools—especially Excel and PowerPoint.
• Clear communicator who’s comfortable working across departments and with clients.
• Highly organized, detail-focused, and results-oriented.
• Thrives in a fast-paced environment with evolving priorities.