Job Summary
The Senior Team Lead WFM is responsible for managing workforce planning, scheduling, real-time management, and reporting to ensure optimal staffing levels and service level achievement. This role will lead a team of WFM analysts and work closely with Operations, HR, and Training teams to ensure efficient workforce utilization and operational efficiency.
Key Responsibilities
- Manage end-to-end Workforce Management functions including Forecasting, Capacity Planning, Scheduling, and Real-Time Management
- Lead and manage a team of WFM analysts / RTA / schedulers
- Ensure service levels, shrinkage, occupancy, and productivity targets are met
- Analyze historical data and trends to improve forecasting accuracy
- Prepare weekly and monthly capacity plans
- Monitor real-time queues and take intraday actions
- Publish WFM reports and dashboards to stakeholders
- Work closely with Operations for staffing requirements and planning
- Manage roster planning, leave planning, and shift optimization
- Identify process improvements and automation opportunities
- Handle stakeholder communication and WFM reviews
Key Metrics / KPIs
- Service Level
- Forecast Accuracy
- Schedule Adherence
- Shrinkage
- Occupancy
- Attrition Impact on Staffing
- Intraday Performance
Required Skills
- Workforce Management tools (e.g., IEX, NICE, Verint, Aspect)
- Advanced Excel (Pivot, VLOOKUP, dashboards)
- Strong analytical and problem-solving skills
- Stakeholder management
- Team handling experience
- Reporting and data analysis
- Good communication skills
Experience
- 58 years of experience in Workforce Management
- Minimum 23 years in team handling / leadership role
- Experience in BPO / Contact Center environment preferred
Primary Location
India-Gujarat-Ahmedabad
