Workforce Management Lead

Key Responsibilities

● Manage end-to-end Workforce Management (WFM) activities including forecasting, capacity planning, scheduling and staffing.

● Prepare short-term and long-term forecasts based on historical volumes, trends, AHT, productivity and business requirements.

● Develop and manage agent/staff schedules to ensure optimum coverage and adherence to service levels.

● Monitor real-time operations, including staffing levels, queue volumes, service levels, occupancy and productivity.

● Perform capacity planning and identify staffing gaps, overstaffing and resource requirements.

● Track and analyze shrinkage, absenteeism, attrition, leave and utilization to support workforce planning.

● Prepare and publish WFM/MIS reports and dashboards covering productivity, SLA, staffing, utilization, adherence and performance.

● Work closely with Operations, HR, Recruitment and Business teams to align manpower requirements with demand.

● Identify workforce trends, variances and operational gaps and provide actionable insights to improve efficiency.

● Support intraday management, including real-time movement of resources based on business volumes and staffing requirements.