Workforce Management Lead

Key Responsibilities

• Team Leadership & Coaching: Directly manage a team of WFM analysts and schedulers, including 1:1s, coaching, performance reviews, and individual development plans.
• Day-to-Day Supervision: Oversee daily execution of the schedule, monitor team attendance and adherence, and address performance issues as they arise.
• Real-Time Team Coordination: Guide the team through intraday adjustments, making sure the plans and processes set by the Manager of WFM are executed smoothly across shifts.
• Escalation Management: Serve as the first point of contact for team-level scheduling conflicts, staffing gaps, and employee escalations, looping in the Manager of WFM when issues require a strategic or cross-functional decision.
• Cross-Functional Liaison: Partner with Customer Success, Training, and HR on the people side of headcount, onboarding, and performance targets, keeping the Manager of WFM informed on execution.
• Team Reporting: Track and report on team performance, adherence, and engagement metrics for the Manager of WFM and senior leadership.
• Employee Engagement: Foster a positive, accountable team culture through recognition, clear communication, and consistent support for the team's day-to-day needs.
• Onboarding Support: Help onboard and train new WFM team members on tools, processes, and daily workflows.

Qualifications

• 3+ years of experience in Workforce Management, preferably in a high-growth or contact center environment.
• 1+ years directly managing or leading a team, with a track record of coaching people to strong performance.
• Solid working knowledge of scheduling, adherence, and real-time management practices.
• Experience managing or partnering closely with support functions like customer service, pharmacy operations, or patient services is a plus.
• Comfortable using Excel, Google Sheets, and WFM tools (e.g., NICE, Verint, or equivalent) day to day.
• Comfortable in a fast-paced startup environment—organized, proactive, and adaptable.
• Excellent communication skills with the ability to motivate a team and work well with cross-functional partners.