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Intuit Team Manager Workforce Management Kenya, Nairobi County, Nairobi 256929449
08.05.2025
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Responsibilities
- Own and drive the end-to-end Workforce Management process across global sales channels
- Develop and implement forecasts and capacity plans that align with sales targets and seasonal trends
- Create and optimize staffing schedules to meet service levels while maintaining budget discipline
- Monitor real-time operations and adjust plans to mitigate intraday risk
- Build and lead a high-performing WFM team, fostering a culture of excellence and accountability
- Lead WFM strategy for efficiency, SLA attainment, and budget compliance and optimization
- Automate reporting and planning workflows using in-house or custom-built tools
- Collaborate closely with Sales, Finance, and Ops to align on planning assumptions, goals, and performance metrics
- Provide strategic insights and executive-ready reporting on KPIs, efficiency drivers, and improvement opportunities
- Drive innovation through tool-agnostic solutions and automation techniques
- Manage the BPO partner supporting frontline sales support tickets, drive accountability and SLA adherence
Qualifications
- 7+ years in Workforce Management in sales or customer-facing operations
- Demonstrated success managing omnichannel environments (chat, inbound, outbound)
- Strong command of forecasting, scheduling, real-time management, and reporting best practices
- Proven experience in building and structuring WFM teams from the ground up.
- Strong analytical mindset with an emphasis on efficiency, automation, and optimization
- Experience managing BPO partners and driving towards SLA optimization
- Exceptional communication and stakeholder management skills
- Ability to influence cross-functionally and present insights to senior leadership
- Budget and cost-center management experience preferred
- Comfortable working without off-the-shelf WFM platforms; strong DIY ethos
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