Etraveli Group is the globally leading company for tech solutions and fulfillment capabilities for online sales of flights. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond. We hold consumer online travel agency brands like Mytrip, GoToGate & Flight Network and serve Booking.com with flights. Etraveli Group has also established strategic partnerships with companies like Skyscanner, Google Flights, TUI, etc.
Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 3000 passionate professionals is what makes us the industry's tech wonder and the best in the world at what we do. Our major offices are in Sweden (HQ), Greece, India, Canada, Poland and Uruguay.
Overview
The WFM Team Lead is responsible for managing real-time operations ensuring a smooth day-to-day delivery and achievement of service levels. This role also includes leading a team of WFM executives handling real-time tasks, driving team performance, and ensuring consistent accuracy and efficiency across all activities.
Key Responsibilities
Workforce Management
- Lead and manage a team of WFM executives handling real-time activities
- Monitor intraday performance to ensure service levels, occupancy, and adherence targets are met
- Manage staffing, breaks, and shrinkage to balance workload with available resources
- Perform intraday re-forecasting based on latest trend in inflow and adjust schedules accordingly
- Conduct daily and weekly performance reviews, ensuring all reports and updates are delivered accurately and on time
- Perform root cause analysis (RCA) for SLA deviations and share findings with leadership
- Track schedule adherence, absenteeism, and productivity trends, and recommend improvements
- Support ad-hoc business requests, reporting, and data analysis as required
- Coach, mentor, and cross-train team members to build flexibility and avoid single points of failure
- Foster a positive, high-performing team culture that encourages accountability and collaboration
- Identify and implement process improvement or automation opportunities to enhance efficiency
- Deliver continuous innovation for the business
Required Skills & Experience
- Minimum of 4 years of experience in Workforce Management, focusing on Real-Time Management and Scheduling
- Minimum of 1 year of experience in Team handling
- Strong understanding of WFM tools (e.g.: Genesys, IEX, Verint, NICE, Aspect, etc.)
- Excellent analytical, coordination, and communication skills
- Strong proficiency in Excel; experience with reporting tools like Power BI is a plus
- Flexible to work in shifts and weekends based on business requirements
Key Attributes
- Strong leadership and team management skills
- Detail oriented, proactive, and calm under pressure
- Effective problem solving and decision making ability
- Collaborative and results driven mindset
- Ability to prepare and deliver clear, persuasive, and data-backed presentations to both WFM and non-WFM stakeholders
