Operational Team Leader – Workforce Management

About the role

The Operational Team Leader will drive workforce management and operational planning across multiple teams, ensuring optimal case distribution, resource allocation, and alignment with employee certifications and capacity.

Key responsibilities

• Develop and implement workforce management strategies to balance case volumes and improve efficiency.
• Monitor workload distribution, analyze utilization trends, and identify bottlenecks.
• Coordinate training programs, manage certification roadmaps (White Belt to Black Belt), and track employee progression.
• Review quality findings, partner with leaders to implement targeted training, and support continuous‑improvement initiatives.
• Analyze operational data using reporting tools, translate insights into actionable recommendations, and present findings to leadership.
• Collaborate with team leaders, quality teams, trainers, and regional stakeholders to standardize processes and drive performance.

Required profile

• Bachelor's degree in Industrial Engineering, Statistics, Economics, Business or a related field.
• 5+ years of experience in workforce management, operations, quality, continuous improvement, or training coordination.
• Proven ability to lead cross‑functional projects and work with multiple stakeholder groups.
• Strong analytical and problem‑solving capabilities.

Required skills

• Power BI