Workforce management analyst

The WFM Scheduler Team Lead is responsible for leading the scheduling and Real-Time Adherence (RTA) function to ensure optimal staffing, service level performance, and operational efficiency. This role involves hands‑on scheduling ownership, real‑time decision‑making, and direct leadership of RTA analysts. The Team Lead acts as a key link between Operations, Planning, and WFM to balance customer demand with employee productivity. Key Responsibilities Workforce Scheduling Lead the creation, maintenance, and optimization of short- and long-term workforce schedules aligned to forecasted demand Review and adjust schedules to support service level, occupancy, shrinkage, and labor targets Ensure schedules comply with labor laws, company policies, and contractual requirements Analyze schedule effectiveness and drive continuous improvement initiatives Real-Time Adherence (RTA) & Intraday Management Oversee real‑time monitoring of queues, volumes, and agent adherence Lead intraday decision‑maki...