Description - External
Job Summary – WFM Lead
The WFM Lead is responsible for overseeing end-to-end workforce management functions including forecasting, capacity planning, scheduling, and real-time performance management. This role ensures optimal staffing, drives operational efficiency, and leads a team of WFM analysts/schedulers to meet service level targets while controlling costs and improving customer experience.
Key Responsibilities
Leadership & Team Management -
- Lead, mentor, and develop a team of WFM analysts, schedulers, and RTAs
- Set performance goals, conduct reviews, and drive capability building
- Ensure adherence to WFM best practices and standard operating procedures
Forecasting & Capacity Planning -
- Oversee short-term and long-term forecasting (volume, AHT, workload)
- Develop hiring plans and staffing strategies aligned with business goals
Scheduling & Resource Optimization -
- Ensure creation of efficient schedules that meet SLAs and occupancy targets
- Review and approve shift plans, leave management, and shrinkage assumptions
- Drive continuous improvement in schedule efficiency and flexibility
Real-Time Management Oversight -
- Supervise intraday operations and ensure proactive adjustments
- Guide RTAs in managing queue performance, staffing gaps, and contingencies
- Escalate risks and recommend mitigation strategies
Stakeholder Management
- Partner with Operations, HR, Finance, and Training teams
- Provide insights and recommendations on staffing, productivity, and costs
- Present WFM performance metrics and strategic insights to leadership
Reporting & Analytics -
- Own WFM reporting suite (forecast accuracy, service levels, shrinkage, utilization)
- Analyze trends and identify opportunities for process improvement
- Drive data-backed decision-making across operations
Process Improvement & Automation -
- Identify and implement process improvements in WFM workflows
- Drive automation initiatives (Excel, VBA, Python, WFM tools)
- Standardize reporting and scheduling practices
Compliance & Governance -
- Ensure compliance with labor laws, company policies, and contractual obligations
- Maintain data integrity and audit readiness within WFM systems
Required Skills & Competencies -
- Strong leadership and team management capabilities
- Advanced analytical and problem-solving skills
- Expertise in WFM tools (NICE, Verint, Genesys, Aspect, etc.)
- Advanced Excel / data handling skills (pivot tables, macros preferred)
- Deep understanding of contact center metrics (SLA, AHT, occupancy, shrinkage, adherence)
- Strong communication and stakeholder management skills
- Ability to manage ambiguity and drive decisions in a fast-paced environment
Qualifications -
- Bachelor's degree in Commerce, Operations, Analytics, or related field
- 4–8 years of experience in Workforce Management, with at least 1–2 years in a leadership role
- Experience in BPO / contact center / shared services environment preferred
Key Performance Indicators (KPIs) -
- Forecast accuracy (volume, AHT)
- Service level attainment
- Schedule efficiency and adherence
- Shrinkage and occupancy management
- Cost efficiency (FTE optimization, overtime control)
- Team performance and engagement
Primary Location
India-Gujarat-Ahmedabad
