Workforce Management Regional Scheduling Lead, North

As a Regional Scheduling Lead in our Workforce Management (WFM) team, you will lead a group of 5-8 schedulers managing routines across 6-9 countries. Your role is pivotal in creating efficient, accurate schedules that balance operational goals. Collaborating with the Global Scheduling Lead and partnering with Planning and Intraday teams, you will ensure alignment across functions while serving as a key escalation point for complex challenges.In this position, you will refine scheduling practices, develop mid-term forecast models, and generate actionable insights from data. By simplifying processes, driving automation, and fostering continuous improvement, you will optimize scheduling accuracy and enhance service levels. Your work will ensure smooth operations, enabling our teams to meet organizational and customer needs effectively.Your mission:Work with your countries and Regional counterparts to optimise our service delivery for our customers no matter where they are;Grow and level up your team, supporting their development through the WFM Career map and beyond;Set the scheduling strategy for the upcoming 3 months and work with our internal, shared services and outsourced teams to deliver this;Build scalable scheduling routines, identify and highlight replication opportunities for global consistency;Understand and interrogate our forecasts, making adjustments using your expertise and optimise our coverage to meet our SLAs, efficiency goals and resolution times;Identify process improvement opportunities and take the initiative to automate, improve efficiency, and reduce waste and cycle times across WFM practices, whilst always considering our agents’ well-being;Drive and be accountable for WFM KPI improvements (forecasting accuracy, scheduling accuracy, cycle times);Co-own quarterly OKR target-setting with your fellow leads;Build smaller-scale forecasts to support exceptional events, such as incidents.