Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a global team to optimise workforce management and ensure service level agreements are met.
- Company: Join Ubisoft, a leading gaming company known for creativity and innovation.
- Benefits: Enjoy flexible hybrid work, competitive salary, health insurance, and discounts on games.
- Why this job: Be part of a fun, inclusive culture that values teamwork and personal growth.
- Qualifications: One year in workforce management or two years in customer support leadership required.
- Other info: Work in a vibrant Newcastle office with regular social events and a casual dress code.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Newcastle upon Tyne, United Kingdom – Hybrid
JOB DESCRIPTION
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:
Supervises the Real Time Analysts and WFM Specialists in Newcastle and Pune. Is responsible for the overall direction, coordination, and evaluation of these units. Responsibilities include interviewing new candidates; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
ACCOUNTABILITY:
- Meeting service-level agreements
- Delivering regular reports
BUSINESS RELATED CONTACTS:
- Worldwide team leaders
- Analytics
- Service Operations
- Finance
COMPETENCIES:
To perform the job successfully, an individual should demonstrate the following competencies:
- Analytical
- Design
- Problem Solving
- Technical Skills
Interpersonal
- Interpersonal Skills
- Oral Communication
- Teamwork
Organization
- Business Acumen
- Diversity
- Ethics
- Organizational Support
Self-Management
- Judgment
- Motivation
- Professionalism
- Quality
- Quantity
- Safety and Security
- Initiative
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:
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:
- Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
REASONING ABILITY:
- Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
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 office, with the option to work from home up to two days.
With Ubisoft CRC, you will receive a competitive salary along with:
- Personal performance bonus
- Private Health Insurance (including eye care and dental)
- Life Assurance
- Long Term Disability Insurance
- Pension
- Significant discount on the world’s best video games
- Access to Ubisoft\’s back catalogue on PC
- 25days of holiday
- We work in the heart of Newcastle city centre, right on top of Haymarket metro station in a lively, international and creative space.
- A kitchen stocked withcereals, fruits, unlimited filtered water, teas, coffee
- Regular professional and social events
- A casual dress code
- Fun, we like to work hard but have a laugh too!
Ubisoft offers the same job opportunities to all, without any distinction of gender, ethnicity, religion, sexual orientation, social status, disability or age. Ubisoft ensures the development of an inclusive work environment which mirrors the diversity of our players’ community.
LET OUR TEAM MEMBERS TELL YOU ABOUT THEIR JOB
Ubisoft Community Involvement Every Step of the Way
Ubisoft’s Star Players Program and team of community developers help ensure that player thoughts and feedback are considered throughout development.
How can I check my application status?
You can check the status of your application by logging into your SmartRecruiters candidate profile.
How do I know if a Ubisoft email/offer is legit?
We were sorry to hear of some instances whereby scammers contacted candidates on Ubisoft’s “behalf” to gather personal data and/or money. We take this matter very seriously: not only do these actions put you at risk, they also jeopardize Ubisoft’s image.Click on the button below to read the detailed list of of things that Ubisoft, as a company, will never ask you for during your hiring process.
#J-18808-Ljbffr
Workforce Management Team Lead employer: Ubisoft Entertainment
Contact Detail:
Ubisoft Entertainment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Workforce Management Team Lead
✨Tip Number 1
Familiarise yourself with ITIL-based service management practices, as this role heavily relies on them. Understanding these principles will not only help you in interviews but also demonstrate your commitment to aligning with the company's operational standards.
✨Tip Number 2
Showcase your experience in managing geographically distributed teams. Highlight any specific tools or strategies you've used to ensure effective communication and performance monitoring across different locations, as this is crucial for the Workforce Management Team Lead role.
✨Tip Number 3
Prepare to discuss your analytical skills and how you've used data to drive decision-making in previous roles. Be ready to provide examples of how you've conducted root cause analysis or optimised processes, as these are key responsibilities in this position.
✨Tip Number 4
Network with current or former employees in similar roles at Ubisoft or within the industry. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial during your interview process.
We think you need these skills to ace Workforce Management Team Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in workforce management or customer support leadership. Use specific examples that demonstrate your ability to lead teams and manage performance effectively.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your skills align with the responsibilities outlined in the job description, particularly your experience with ITIL processes and real-time analysis.
Showcase Relevant Skills: Emphasise your analytical and problem-solving skills, as well as your proficiency with tools like Excel, Salesforce, and Power BI. Provide examples of how you've used these skills in previous roles to achieve results.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at Ubisoft Entertainment
✨Understand ITIL Practices
Familiarise yourself with ITIL-based service management practices, as this role heavily relies on them. Be prepared to discuss how you have applied these principles in previous roles or how you would implement them in the Workforce Management context.
✨Showcase Leadership Experience
Highlight your experience in leading teams, especially in a customer support or contact centre environment. Be ready to provide examples of how you've managed performance, resolved conflicts, and motivated your team to meet SLAs.
✨Demonstrate Analytical Skills
Since the role involves real-time analysis and reporting, be prepared to discuss your analytical skills. Share specific instances where you've used data to drive decisions or improve processes, particularly in workforce management.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about potential challenges in workforce management, such as resource allocation during peak times, and how you would address them effectively.