WFM & CC Development Team Leader

About the role

The WFM & CC Development Team Leader is responsible for overseeing the performance and efficiency of the contact centre operations. This role combines workforce management, real‑time monitoring and development of routing solutions to ensure service level targets are met while maintaining agent satisfaction.

Key responsibilities

• Monitor contact centre KPIs and provide support to improve performance.
• Manage Real‑Time Monitoring (RTM) for agents, including attendance, schedule adherence, daily activity updates and escalation of tickets.
• Analyze data to identify improvement opportunities and growth in KPIs.
• Plan agent schedules, traffic forecasts and calculate required headcount.
• Develop and enhance routing solutions within contact centre systems.
• Collaborate with internal stakeholders on short‑term and long‑term business improvements.
• Participate in incentive calculations for agents and team leaders.
• Collect training needs, organise sessions and report on training outcomes.
• Report working hours to HR for payroll and set hourly targets.
• Track outbound campaign and social media team performance and share results with team leaders.

Required profile

• 5‑8 years of experience in contact centre operations or workforce management.
• Proven ability to lead and develop a team, conduct performance evaluations and manage recruitment.
• Strong analytical mindset with experience in KPI analysis, forecasting and budgeting.
• Excellent communication skills to interact with internal stakeholders and ensure policy compliance.
• Capability to manage administrative tasks, budget control and employee engagement initiatives.

Required skills

• Real‑Time Monitoring (RTM) tools
• Contact centre routing solutions
• Workforce management scheduling and forecasting