Workforce Management Team Lead

**Company Description**:

- Ubisoft’s 19,000 team members, working across more than 30 countries around the world, are bound by a common mission to enrich players’ lives with original and memorable gaming experiences. Their commitment and talent have brought to life many acclaimed franchises such as Assassin’s Creed, Far Cry, Watch Dogs, Just Dance, Rainbow Six, and many more to come. Ubisoft is an equal opportunity employer that believes diverse backgrounds and perspectives are key to creating worlds where both players and teams can thrive and express themselves. If you are excited about solving game-changing challenges, cutting edge technologies and pushing the boundaries of entertainment, we invite you to join our journey and help us create the unknown._

The Workforce Management (WFM) Team Lead is accountable for overseeing the operational performance of real-time analysis for the global Customer Relationship Center, ensuring alignment with ITIL-based service management practices. This role leads a geographically distributed team of Real-Time Analysts and WFM Specialists, ensuring optimal resource utilization to meet defined Service Level Agreements (SLAs) across all support channels and facilitating delivery of regular reports to the leadership team.

**ESSENTIAL DUTIES AND RESPONSIBILITIES**:
Core duties and responsibilities include the following. Other duties may be assigned.
- Lead and manage the performance of Real-Time Analysts and WFM Specialists across global delivery centers (Newcastle, UK and Pune, India)
- Ensure adherence to ITIL-aligned operational processes, including real-time monitoring and incident escalation protocols
- Monitor and manage real-time resource allocation to ensure capacity meets demand in accordance with forecasted workloads
- Coordinate schedule adjustments and skill-based routing to maintain SLA compliance and minimize service degradation
- Support the Capacity Management process by analyzing trends and variances in staffing and workload forecasts
- Develop and deliver actionable performance reports and dashboards to stakeholders
- Collaborate with the Analytics and Service Management teams to define and refine KPIs and metrics
- Conduct root cause analysis for SLA breaches or forecast variances, contributing to the Problem Management process
- Identify opportunities for process optimization and automation in alignment with Continual Service Improvement initiatives
- Maintain documentation of WFM processes and ensure compliance with governance standards
- Respond to ad-hoc data and reporting requests, ensuring accuracy and alignment with business objectives
- Assume and perform other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to workforce management

**SUPERVISORY RESPONSIBILITIES**:
**ACCOUNTABILITY**:

- Meeting service-level agreements
- Delivering regular reports

**BUSINESS RELATED CONTACTS**:

- Worldwide team leaders
- Vendor Operations
- Analytics
- Service Operations
- Incident Management
- Problem Management
- Finance

**COMPETENCIES**:
To perform the job successfully, an individual should demonstrate the following competencies:
**Intellectual**
- Analytical
- Design
- Problem Solving
- Technical Skills

**Interpersonal**
- Interpersonal Skills
- Oral Communication
- Written Communication
- Teamwork

**Organization**
- Business Acumen
- Cost Consciousness
- Diversity
- Ethics
- Organizational Support

**Self-Management**
- Judgment
- Motivation
- Planning/Organizing
- Professionalism
- Quality
- Quantity
- Safety and Security
- Adaptability
- Attendance/Punctuality
- Dependability
- Initiative
- Innovation

**Qualifications**
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

**EDUCATION**:

- Five GCSEs grades 4/C or above (or equivalent).

**EXPERIENCE**:

- One year workforce management, or
- Two years customer support/contact center leadership, or
- Other relevant industry experience

**LANGUAGE SKILLS**:

- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

**MATHEMATICAL SKILLS**:
**REASONING ABILITY**:
**COMPUTER SKILLS**:
To perform this job successfully, an individual should have knowledge of:

- Spreadsheet software (Excel, intermediate to expert level)
- Workforce management software
- Other: Outlook, MS Teams, Salesforce, Tableau, Power BI, Jira, Confluence

**Additional Information** In line with Ubisoft's hybrid work model, our flexible work policy includes a minimum of three days per week in our Newcastle