Workforce Management Team Leader

About the role

The Workforce Management (WFM) Team Leader is responsible for guiding a team of WFM professionals to deliver effective scheduling, forecasting and performance monitoring services. This role focuses on optimizing operational efficiency while fostering a high‑performing, engaged team.

Key responsibilities

• Set priorities for the team and monitor daily task completion.
• Facilitate clear communication within the team and with other departments.
• Conduct regular one‑on‑one meetings to drive performance, address concerns and support development.
• Coordinate resources to enhance team members’ skills and knowledge.
• Monitor team morale and resolve issues that could affect dynamics or performance.
• Implement and uphold company policies, procedures and best practices.
• Participate in recruitment, onboarding and training of new team members.

Required profile

• Bachelor’s degree in Business, Management or a related field, or equivalent experience.
• At least 3 years of experience in workforce management or a closely related area.
• Demonstrated leadership experience with a progression from hands‑on roles to management.
• Strong people‑management abilities, including motivation, engagement and development of staff.
• Solid understanding of core WFM concepts and tools.
• Proven problem‑solving and decision‑making capabilities.
• Excellent communication skills for interaction with both the team and cross‑functional partners.

Required skills