Section 1: Position Summary:

The Senior Team Lead is responsible for managing, optimizing, and overseeing offshore operational processes related to WFM. The role ensures efficiency, compliance, and excellence in service delivery across the WFM business cycle Forecasting to Reporting. The Process Lead acts as a subject matter expert, guiding a team of analysts & senior analyst driving standardization, leading process improvement, and supporting escalations across various LOBs managed by the WFM team.

Section 2: Job Functions, Essential Duties and Responsibilities:

- Lead and manage a team to monitor and optimize workforce performance in real-time. Develop and implement real-time monitoring strategies to ensure service level objectives are met and maintained including forecasting.

- Provide guidance and support to Analysts in making real-time adjustments to staffing levels, schedules, and resources to optimize operational efficiency and service excellence. Analyze real-time and historical data to identify trends, patterns, and opportunities for process improvement.

- Usage of daily/weekly rules, future activities and patterns to generate forecast in IEX.

- Review and update organizational changes, MU movements, and agility settings in IEX. Configure break and lunch patterns in IEX for optimal coverage. Incorporate holidays, early closures, and daylight savings adjustments when required.

- Plan ad-hoc activities in advance and coordinate with planning team for SLA/ASA-sensitive days. Review new hire headcount, start dates, and go-live timelines during weekly calls.

- Identify scheduling gaps and collaborate with planning teams for optimal coverage. Review recommended shift counts weekly and create additional patterns to minimize staffing shortages.

- Coordinate with CP team to approve/deny waitlist and PTO requests in IEX for upcoming weeks. Apply future activities for PTOs and other off-phone tasks; ensure timely scheduling for activities with end dates.

- Collaborate with other departments such as Operations, Forecasting, and Scheduling to align workforce management goals with overall business objectives.

- Conduct regular performance reviews, provide feedback, and coach teams to enhance their skills and knowledge. Develop and maintain standard operating procedures (SOPs) and best practices for real-time monitoring and workforce optimization.

- Generate reports and metrics to track key performance indicators (KPIs) and provide insights for decision-making.

- Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.

At Ascensus we are guided by our Core Values of People Matter, Quality First and Integrity Always. They inspire us every day to prioritize an environment of respect for those we serve and one another and should be visible in your actions on a day-to-day.

Supervision:

- Lead and coach a team in their delivery of the day-to-day operational requirements and process adherence.

- Provide coaching and development support in reinforcement of building a high performing team and excellence internal and external client service.

- Champion the continuous dialogue process that supports performance, development, career pathing and accountability.

Section 3: Experience, Skills, Knowledge Requirements:

- Graduate/PG with minimum 8 years of Workforce Management (WFM)/Contact Center experience with experience in Workforce management strategies and implementation.

- Minimum 2-3 years of leadership experience and managing the work of WFM analysts.

- Experience in NICE applications InContact & IEX and associated tools like CMS, Excel.

- Proven experience in positioning and leading talent to build high performing teams.

- Strong analytical and problem-solving skills with the ability to interpret complex data and make strategic decisions.

- Excellent communication and interpersonal skills with the ability to effectively communicate with stakeholders at all levels.

- Proven leadership abilities with the ability to motivate and inspire team members to achieve goals.

- Strong analytical, leadership, and process improvement experience within 529 plans or other education/retirement savings products.

- Effective collaboration in global, consider demonstrated collaboration experience across teams and level in the organization, cross functional teams with clear communication in English.

- Experience in US 529 plan regulations and related financial services compliance is a plus.

- Able to work flexible hours to align with onshore team requirements and business needs.

- Experience with regulatory requirements in global financial services delivery and strong documentation practices.

- Demonstrated ability to lead teams, manage relationships across global teams, projects, and deliver actionable insights for strategic planning.

- Exceptional verbal & written communication skills with attention to detail, initiative to work collaboratively and lead a team of associates with focus and sound judgment.

- Proficiency in using systems and platforms such as MSOffice software applications, including Excel & Word.