Workforce Management Team Leader

About the role

The Workforce Management (WFM) Team Leader will oversee a dedicated WFM team in Guatemala, ensuring accurate and timely generation of operational reports and tasks. The role involves data analysis to support decision‑making, standardising processes, and delivering world‑class service quality across all levels.

Key responsibilities

• Supervise the performance of the assigned WFM team and provide day‑to‑day support.
• Coach team members with documented feedback and guidance.
• Develop and maintain efficient reporting mechanisms.
• Identify and propose solutions to staffing and financial challenges.
• Prepare and deliver reports requested by the Senior Leadership Team.
• Participate in special projects outside regular duties when required.
• Assign tasks, monitor follow‑up items, and manage workload distribution.

Required profile

• Schedule flexibility and on‑site availability.
• Strong leadership competencies: providing leadership, leading change, building effective teams, managing stakeholders.
• Core competencies: customer focus, technology adoption, self‑development.
• English proficiency at B2 level or higher (oral and written).
• Degree in Systems/Industrial Engineering, Business Administration, Logistics or related field (preferred).
• Minimum 6 months experience in a similar WFM role (preferred).

Required skills

• Advanced Microsoft Excel, Word and PowerPoint.
• Advanced Google Sheets and Google Sites.
• Proficiency with BPO centre software (CMS, Cisco).
• Visual Basic programming.
• Experience with Workforce Management tools such as Verint, IEX TotalView, Avaya CMS, Cisco, CIC.

What we offer

• Opportunity to lead a dynamic team in a fast‑growing call‑center environment.
• Professional development and exposure to advanced WFM technologies.