Workforce Management Lead - Monee Credit

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.
  
  

• 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