Workforce Management Lead - Operations, Monee Credit

5-7 Years

Job Description

Job Description

Develop future staffing forecasts based on historical data, current business trends, and company growth projections.
Provide strategic recommendations or capacity plans to optimize productivity while balancing costs and customer wait times.
Coordinate the 24/7 scheduling matrix to guarantee seamless agent coverage across all shifts and chat queues.
Prepare and present high-level WFM performance reports and operational metrics to senior leadership.
Identify operational trends, risks, and opportunities through deep-dive data analysis.
Translate complex data points into actionable insights to continuously improve team performance.
Manage and upskill the team to handle daily chat spikes and keep our response times on track.

Requirements

Bachelor's Degree / 4-Year Course Graduate
At least 5 years experience in Workforce Management, specifically within a digital-first support environment
Advanced Excel and data analytics skills.
Strong knowledge of forecasting, scheduling, capacity planning, and real-time management.
Ready to guide team member/s from day one and scale the function as the company grows
Willing to work in BGC, and available for weekend shifts