Workforce Management Team Lead

2K; North East; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading global gaming company is seeking a WFM Team Lead to oversee real-time analysis operations in the Customer Relationship Center. The role involves leading a geographically distributed team and ensuring service level agreements are met across all support channels. Ideal candidates will have experience in workforce management, with strong analytical and interpersonal skills. The position includes competitive salary and hybrid work options in Newcastle.

Benefits

Personal performance bonus

Private Health Insurance

Long Term Disability Insurance

Flexible working hours

Casual dress code

Regular professional and social events

Qualifications

• Experience in workforce management or contact center leadership.
• Ability to analyze staffing and workload forecasts.
• Proficiency in Excel and workforce management software.

Responsibilities

• Lead and manage the performance of Real-Time Analysts.
• Ensure adherence to ITIL operational processes.
• Develop and deliver actionable performance reports.

Skills

Analytical

Problem Solving

Interpersonal Skills

Oral Communication

Technical Skills

Education

Five GCSEs grades 4/C or above

Tools

Excel

Salesforce

Power BI

Jira

Job description

Job Description

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 Ubisoft's 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 world’s best video games
• Access to Ubisoft's 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.

Company Description

Ubisoft’s 19,000 team members, working across more than 30 countries around the world, are bound by a common mission to enrich players’ lives with original and memorable gaming experiences. Their commitment and talent have brought to life many acclaimed franchises such as Assassin’s Creed, Far Cry, Watch Dogs, Just Dance, Rainbow Six, and many more to come. Ubisoft is an equal opportunity employer that believes diverse backgrounds and perspectives are key to creating worlds where both players and teams can thrive and express themselves. If you are excited about solving game-changing challenges, cutting edge technologies and pushing the boundaries of entertainment, we invite you to join our journey and help us create the unknown.