Workforce Team Lead/ Supervisor

Job description:

Reporting

• Deliver daily, weekly, and monthly workforce reports.
• Develop client-ready dashboards and presentations.
• Provide insights on performance drivers and operational risks.
• Identify trends and recommend workforce improvement strategies.

Real-Time Operations

• Monitor service levels, queue performance, and staffing requirements.
• Lead real-time command center activities.
• Execute intraday staffing adjustments to meet contractual targets.
• Manage escalations during high-volume events and travel disruptions.

Client Engagement

• Serve as the workforce point of contact for assigned clients.
• Present staffing plans, performance results, and recovery actions.
• Build strong relationships through proactive communication and data-driven recommendations.

Continuous Improvement

• Automate reports and streamline WFM processes.
• Identify opportunities to improve forecasting, scheduling, and real-time decision-making.
• Drive operational efficiency and resource optimization initiatives.

Job qualifications:

• Minimum 3–5 years of Workforce Management experience in a BPO environment.
• At least 1–2 years in a Team Lead, Supervisor, or Assistant Manager role within WFM.
• Experience handling travel, hospitality, airline, or customer service accounts is preferred.
• Advanced proficiency in Microsoft Excel (Pivot Tables, Power Query, Power Pivot, VBA/Macros preferred)
• Comfortable presenting workforce insights to clients and senior leadership.
• Ability to explain workforce metrics, staffing risks, and mitigation plans in a clear business-focused manner.
• Ability to work cross-functionally with Operations, Training, Quality, and Client Services teams.