WFM Lead

Tabby

Posted on Jul 2, 2025

We are seeking a highly motivated and experienced WFM Lead to join our dynamic team. The WFM Lead is responsible for the planning, execution, and oversight of RTM processes to optimize staffing levels and enhance operational efficiency. This role involves analyzing data,short-term forecasting demand, adjusting schedules, and collaborating with various departments to ensure the right resources are in place at the right time. The ideal candidate will possess strong leadership skills, a deep understanding of RTM processes, and the ability to make quick, informed decisions in a fast-paced environment.The WFM Lead will report to the WFM manager and work closely with the customer support team to ensure that customer support is delivered in a timely and efficient manner.

Department: CX Analytics
Employment Type: Full Time
Location: Remote
Workplace type: Onsite
Reporting To: Mariya Antipova

Key Responsibilities

Proactively monitor real-time processes, identify performance bottlenecks, and implement solutions to ensure optimal efficiency and scalability.
Lead the response to critical incidents, coordinating with various teams to rapidly resolve issues and minimize impact on customers. This includes root cause analysis and implementing preventative measures.
Manage and mentor a team of RTM/WFM coordinators, providing guidance, training, and support to foster a high-performing team.
Analyse regular CX reports, identifying trends and areas for improvement. Utilize data to inform strategic decisions.
Proactively re-plan for short-term capacity needs, considering the sufficiency of the floor capacity.
Identify and implement RTM process improvements to streamline workflows and enhance efficiency.
Collaborate with workforce management team to ensure accurate forecasting and scheduling
Effectively communicate with other departments, including Operational management, Training, Quality, Analysts, HR, Payroll, IT

Skills, Knowledge & Expertise

Bachelor's degree in a relevant field (e.g. math, statistics, business)
4+ years of experience in WFM with at least 2 years in a leadership role.
Proficiency in WFM system and Microsoft Excel
Excellent knowledge of contact center processes and metrics
Strong analytical and problem-solving skills
Strong leadership, communication, and interpersonal skills.
Ability to work in a fast-paced, dynamic environment and adapt to changing priorities
Upper-intermediate English proficiency

About Tabby

Tabby creates financial freedom in the way people shop, earn and save, by reshaping their relationship with money.

The company’s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 32,000 global brands and small businesses, including Amazon, Noon, IKEA and Shein use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores.

Tabby has generated over $7 billion in transaction volume for its partner brands and has the highest rated, most reviewed, largest and fastest growing app of any fintech in the GCC region.

Tabby launched operations in 2020 and has raised +$1 billion in equity and debt funding from global and regional investors.

Apply Now