Workforce Management Team Lead

The Workforce Management (WFM) Team Lead is accountable for overseeing the operational performance of real-time analysis for the global Customer Relationship Center ensuring alignment with ITIL-based service management practices. This role leads a geographically distributed team of Real-Time Analysts and WFM Specialists ensuring optimal resource utilization to meet defined Service Level Agreements (SLAs) across all support channels and facilitating delivery of regular reports to the leadership team.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Core duties and responsibilities include the following. Other duties may be assigned.

• Lead and manage the performance of Real-Time Analysts and WFM Specialists across global delivery centers (Newcastle UK and Pune India)
• Ensure adherence to ITIL-aligned operational processes including real-time monitoring and incident escalation protocols
• Monitor and manage real-time resource allocation to ensure capacity meets demand in accordance with forecasted workloads
• Coordinate schedule adjustments and skill-based routing to maintain SLA compliance and minimize service degradation
• Support the Capacity Management process by analyzing trends and variances in staffing and workload forecasts
• Develop and deliver actionable performance reports and dashboards to stakeholders
• Collaborate with the Analytics and Service Management teams to define and refine KPIs and metrics
• Conduct root cause analysis for SLA breaches or forecast variances contributing to the Problem Management process
• Identify opportunities for process optimization and automation in alignment with Continual Service Improvement initiatives
• Maintain documentation of WFM processes and ensure compliance with governance standards
• Respond to ad-hoc data and reporting requests ensuring accuracy and alignment with business objectives
• Assume and perform other duties and responsibilities not specifically outlined herein but which are logically and properly inherent to workforce management

SUPERVISORY RESPONSIBILITIES:

Supervises the Real Time Analysts and WFM Specialists in Newcastle and Pune. Is responsible for the overall direction coordination and evaluation of these units. Responsibilities include interviewing new candidates; planning assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

ACCOUNTABILITY:

• Meeting service-level agreements
• Delivering regular reports

BUSINESS RELATED CONTACTS:

• Worldwide team leaders
• Vendor Operations
• Analytics
• Service Operations
• Incident Management
• Problem Management
• Finance

COMPETENCIES:

To perform the job successfully an individual should demonstrate the following competencies:

Intellectual

• Analytical
• Design
• Problem Solving
• Technical Skills

Interpersonal

• Interpersonal Skills
• Oral Communication
• Written Communication
• Teamwork

Organization

• Business Acumen
• Cost Consciousness
• Diversity
• Ethics
• Organizational Support

Self-Management

• Judgment
• Motivation
• Planning/Organizing
• Professionalism
• Quality
• Quantity
• Safety and Security
• Adaptability
• Attendance/Punctuality
• Dependability
• Initiative
• Innovation

Qualifications :

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION:

• Five GCSEs grades 4/C or above (or equivalent).

EXPERIENCE:

• One year workforce management or
• Two years customer support/contact center leadership or
• Other relevant industry experience

LANGUAGE SKILLS:

• Ability to read and interpret documents such as safety rules operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

MATHEMATICAL SKILLS:

• Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions percentages ratios and proportions to practical situations.

REASONING ABILITY:

• Ability to apply common sense understanding to carry out instructions furnished in written oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

COMPUTER SKILLS:

To perform this job successfully an individual should have knowledge of:

• Spreadsheet software (Excel intermediate to expert level)
• Workforce management software
• Other: Outlook MS Teams Salesforce Tableau Power BI Jira Confluence

Additional Information :

In line with Ubisofts hybrid work model our flexible work policy includes a minimum of three days per week in our Newcastle office with the option to work from home up to two days.

Benefits

With Ubisoft CRC you will receive a competitive salary along with:

• Personal performance bonus
• Private Health Insurance (including eye care and dental)
• Life Assurance
• Long Term Disability Insurance
• Pension
• Significant discount on the worlds best video games
• Access to Ubisofts back catalogue on PC
• 25 days of holiday

Perks:

• We work in the heart of Newcastle city centre right on top of Haymarket metro station in a lively international and creative space.
• A kitchen stocked with cereals fruits unlimited filtered water teas coffee
• Regular professional and social events
• Flexible working hours
• A casual dress code
• Fun we like to work hard but have a laugh too!

Ubisoft offers the same job opportunities to all without any distinction of gender ethnicity religion sexual orientation social status disability or age. Ubisoft ensures the development of an inclusive work environment which mirrors the diversity of our players community.

Remote Work :

No

Employment Type :

Full-time