Global Intraday Lead (Workforce Management)

Customer SupportTallinn

We are looking for a Global Intraday Lead to join our Workforce Management team in Tallinn.

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Customer Support

Salary Range

starting 2800 EUR + Restricted Stock Units

We are looking for a Global Intraday Lead to join our Workforce Management team in Tallinn.

We are looking for people who can fit our team and can replace the internal agents moving to higher positions and also team growth needed with new initiatives being taken up by the team.

This is not a role where you’d be expected to follow instructions but instead we work in autonomous teams, where changes & incident management are constant and you are empowered to own your work in the team.

You will get to:

  • Lead, grow and develop the global intraday team of WFMers 
  • Sets the priorities of work for the intraday team
  • Translates the WFM strategy in to key initiatives for the region
  • Sets the intraday strategy for the upcoming 3 months
  • Builds a scalable intraday process, identifies and highlights replication opportunities for global consistency
  • Drives efficiencies in WFM tool to develop optimal and efficient schedules and improve the agent experience
  • Identifies process improvement opportunities and works with WFM product team to highlight further tech enablers
  • Fosters strong relationships with clear lines of communication with CS and Product teams
  • Collaborates with the CS and Product team to understand upcoming initiatives, WFM contribution and develop enablers to their priorities
  • Drives WFM KPI improvements (forecasting accuracy, scheduling accuracy, cycle times, intraday effectiveness)
  • Provides insights to CS to identify performance opportunities through quality and reliable reporting
  • Supports quarterly target-setting within CS with insights
  • Builds global intraday WFM capacity plan
  • Recommends capacity requirements and distribution, supports strategy and highlights opportunities with Vendor Management team (Sykes, outsource providers)
  • Develops 12 month capacity plan and resource requirements with CS, Analyst guild and POps

About you:

  • Well-developed problem-solving and analytical skills with attention to detail
  • Ability to effectively communicate complex information clearly to a non WFM/technical audience
  • Ability to process large amounts of complex raw data and present in a comprehensible fashion
  • Self-motivated and driven, used to being in a fast-paced environment
  • Previous experience with reporting and administration is a plus
  • Advanced knowledge of Excel and Google Docs
  • A dedicated team player and relationship builder

Nice to have

  • Background in Customer Support
  • Experience with Zendesk and WFM tools (such as Calabrio)
  • Experience with working in a fast-paced, high growth environment

If you're interested, please apply by submitting your CV in English. 

We’re people without borders — without judgement or prejudice, too. We want to work with the best people, no matter their background. So if you’re passionate about learning new things and keen to join our mission, you’ll fit right in.

Also, where and what you studied isn’t important to us. If you’ve got great experience, the right skills for the role and you’re great at articulating your thinking, we’d like to hear from you.

Ready to apply?

Complete the eligibility checklist now and get started with your online application.

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