Workforce Management Regional Scheduling Lead – Central

What You’ll Be Doing

You’ll lead a team of 5–8 schedulers responsible for managing scheduling routines across 6–9 countries. With support from a Global Scheduling Lead and close collaboration with Planning and Intraday teams, you’ll drive scheduling strategy and excellence across regions.

Day-to-day in this role, you will:

• Lead, mentor, and grow your team through the WFM Career Map
• Set and execute the scheduling strategy for the upcoming quarter
• Design scalable scheduling routines and identify global replication opportunities
• Optimise coverage using forecast analysis and scenario modelling
• Identify and implement process improvements and automation across WFM
• Co-own OKR target setting and build ad-hoc forecasts for exceptional events

Our Humble Expectations

• 2+ years of people leadership, or 1+ year in a leadership role within WFM, preferably in a contact centre
• Proven experience in scheduling, forecasting, capacity planning, and real-time management
• Independent problem-solver who thrives in ambiguity
• Strong stakeholder management and communication skills
• Proactive, strategic thinker with a data-driven mindset
• Proficient in BI tools like Looker and advanced Excel/Spreadsheets skills
• Fluency in English
• Eagerness to share knowledge and a passion for continuous learning