About The RoleThis is an exciting opportunity for an experienced WFM Team Lead. This is a permanent work from home position based in Ireland. The WFM Team Lead is responsible for leading the real time team to ensure optimal staffing, scheduling, and real-time management of resources to meet service level agreements (SLAs), client expectations, and operational efficiency targets. This role combines analytical expertise, leadership, and collaboration across departments to drive performance and maximize productivity in a fast-paced BPO environment.Your profileLead, coach, and develop a team of real time analysts.Set clear objectives, monitor performance, and conduct regular feedback sessions.Foster a culture of accuracy, accountability, and continuous improvement within the WFM team.Ensure schedule adherence and shrinkage targets are monitored and managed.Supervise real-time analysts in monitoring queues, occupancy, and agent productivity.Take proactive action to address deviations from forecast or service level (e.g., reforecasting, reallocation, overtime.Provide the leadership regular analysis on workforce performance, including productivity, adherence, and staffing efficiency.Communicate real-time insights to operations and support functions for immediate adjustments.Produce and present daily, weekly, and monthly reports on performance, staffing, and efficiency metrics.Identify trends, variances, and root causes impacting service delivery and provide recommendations for improvement.Partner closely with Operations, Quality, and Client Services to align on targets and strategies.Participate in client calls and internal meetings to represent WFM insights and recommendations.Support the WFM Manager with analytical insights for business reviews and client reportsExperience and Skills RequiredStrong analytical and quantitative skills.Proficiency in WFM tools (e.g., NICE IEX, Verint, Aspect, Genesys, or similar).Advanced Excel and data visualization skills (Power BI, Tableau a plus).Excellent communication and stakeholder management abilities.Ability to multitask, prioritize, and thrive under pressure.Leadership experience in managing small to mid-sized teamsStrong understanding of contact center metrics (AHT, SL, ASA, shrinkage, occupancy, FTE, etc.).Minimum 2 years in Workforce Management in a BPO environment.Experience supporting multi-site or multi-client operations is an advantageWhy us?What you get in returnFully Remote work based in IrelandA competitive salaryA Permanent Employment ContractEquipment providedA Buddy on joiningOnline Gym and Wellbeing StudioThe opportunity for professional growthFun company events and team outingsAutonomy and ResponsibilityAbout usOtonomee is an award-winning Customer Management Outsourcing business that delivers scalable, tech-driven, people-focused solutions. Leveraging our remote-first operating model, we optimize customer interactions, reduce costs, and increase efficiency. Our focus on remote work, automation, and data-driven insights makes us a next-generation partner for leading brands and scaling companies. Founded in 2020 by Aidan and Hilary O'Shea, to disrupt the traditional "big city, big building" BPO model - Otonomee presents a nimble, bespoke service, that is not constrained by contact center capacity. We offer a fast, flexible, service that can ramp up anywhere, in response to market needs and can rapidly respond to seasonal or product driven demands. Otonomee is better for People, Partners and the Planet – it's a B Corp since Sept 2023 and was recently selected as an EY Entrepreneur of the Year finalist. In 4 years, Otonomee has grown to over 450 employees (23 nationalities) in Europe, USA & Asia. Our clients are leading Irish and major US Tech & E-Commerce Customers, with complex global market needs, who value premium support for customers and clients.We encourage equality, diversity, and inclusion in the workplace, promoting dignity and respect for all. We welcome your unique talents and contributions, our inclusive culture inspires us to be curious, be bold and speak openly. We strive for an inclusive culture where we all can feel respected, valued, and connected – Together we grow