WFM Team Lead
$193,200–$264,000 year
HybridSão Paulo, São Paulo, Brazil
Job Summary
Lead workforce scheduling strategy for the upcoming three months and intraday operations for the next two weeks. Build scalable routines, identify replication opportunities for global consistency, and optimize coverage to meet SLAs, efficiency goals, and resolution times. Interrogate forecasts, make adjustments, and drive KPI improvements in forecasting accuracy, scheduling accuracy, cycle times, and intraday effectiveness. Identify performance opportunities through quality and data analytics, recommend capacity requirements, and co-own quarterly OKR target-setting. Automate processes to reduce waste and cycle times while continuously improving the rolling 18-month capacity plan.
Required Qualifications
- At least 3 years of experience leading teams
- 2 years in a Workforce Management role
- Ability to identify and resolve issues independently, even in unfamiliar or ambiguous situations
- Proven track record of taking ownership and creatively solving problems, while improving efficiency
- Knowledgeable in forecasting and different forecasting models
- Knowledgeable in capacity planning
- Knowledgeable in scheduling
- Knowledgeable in real-time management
- Lean Six Sigma experience to green-belt level
- Advanced Excel/Spreadsheets skills
- Experience working with BI tools
- Ability to connect and maintain relationships with various internal teams
- Ability to think strategically, translate strategy into operational plans, and analyse and interpret data
Desired Qualifications
- SQL skills
- Python skills
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