Previously, I lead a Workforce Management team that is composed of two Real-time Analysts, a Reports Analyst and a Scheduler. Real-time analyst are the ones who manage and monitor the activities of the call center agents in real-time making sure that everyone is adhering to their activities and metrics. The Reports Analyst is the one who is taking care of daily, weekly and monthly reports, including reports on KPIs of the agents and the service level agreement. The Scheduler is the one in-charge in making the shift schedule, ensuring that there are enough agents to take-in calls during operation hours and this is based on the call forecast, he is also responsible for leave approval or rejection. The workforce management team, my team, works hand-in-hand with the operations team, we work with nine Team Leaders who are handling 20-30 agents each, three assistant managers who handle 3 Team Leaders each, and with the Operation Manager.