Workforce Management Lead

Job Summary

Managing a team of WFM analysts and schedulers, the full-time Workforce Management Lead will oversee daily operations, coach team members, and address scheduling and staffing issues in a fully remote environment.

Key Responsibilities

• Directly manage and coach a team of WFM analysts and schedulers, including conducting performance reviews and development plans
• Oversee daily schedule execution, monitor team attendance, and address performance issues as they arise
• Act as the first point of contact for scheduling conflicts and staffing gaps, coordinating with cross-functional teams as needed

Required Qualifications

• 3+ years of experience in Workforce Management, preferably in a high-growth or contact center environment
• 1+ years of experience directly managing or leading a team with a proven track record of coaching for performance
• Solid knowledge of scheduling, adherence, and real-time management practices
• Experience working closely with customer service or support functions is a plus
• Proficiency in Excel, Google Sheets, and WFM tools (e.g., NICE, Verint, or equivalent)