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Workforce Management Team Leader

Basic Information

Ref number


Primary Location

Cork-Campus One

Description and Requirements

WFM Team Leader   
The Workforce Management Team Leader is responsible for the support and direction of the workforce management team under a certain area of workforce or entire team (based on size), back-up or second level of support for scheduling and planning team.   

Main Responsibilities:
  • Ensure team tasks and deliverables are performed accurately and in a timely manner
  • Establish performance objectives for all resources
  • Recommend, implement and ensure that processes being utilized follow industry best practices Conduct impact and trend analysis to recommend solutions that drive cost effective strategies Coordinate and align with Customer/WFM Manager on scope, processes and guidelines
  • Work with Customer/WFM Manager on initiatives to support new business growth
  • Guarantee proper escalation paths are followed
  • Organize coaching, one to ones with the direct team
  • Cooperates with the Operational department in order to efficiently allocate the various types of strategies
  • Provides viable project timetables, based on the analysis of both the available workforce and its performance
  • Ensures continuous documentation of job duties.
  • Hours of work: 8.5 hour shift Monday-Friday between 7 am - 11 pm GMT
Work experience:
  • Minimum 2 years within the field of Workforce Management Scheduling, Capacity Planning or Senior Lead Real time management
  • Technical skills – Strong computer skills (Microsoft Office – Word, Excel, PowerPoint)
  • Strong English language skills both written and verbal.