Workforce Management Team Lead

Job Description - Workforce Management Team Lead

About Job

The Work Force Management (WFM) involves effective operational planning & execution including Forecasting,

Capacity Planning, Scheduling & Real-Time monitoring. Creating and managing staff schedules to accomplish a particular task on a daily/hourly basis. The WFM function helps in decision making regarding revenue roadmap, focus on critical metrics and efficiency improvement for accounts/organization.

Responsibilities:

● Provide analytical support and recommendations for staffing resources to meet objectives such as service levels, occupancy and shift coverage.

● Assist WFM Manager with forecasting process by monitoring and analyzing volume trend and drivers

● Intraday real time monitoring of performance service levels and backlog for all queues, resources, teams, and sites in a 24/5 operation environment

● Analyze historical data to utilize for future forecasting and scheduling.

● Analyze historical data patterns for future monthly, weekly, daily, and intraday patterns per client needs

● Update and send reports related to the performance of each site including but not limited to occupancy, staffing needs and core KPIs and SLAs

● Analysis of historical data, forecasting and creating staffing scenarios across business functions

Qualification:

● Minimum 3-4 years of experience in WFM is required.

● Total 7+ years of experience required in BPO Operations

● Prior experience in Scheduling or Capacity planning handling complex set of LOBs

● Solution driven and result oriented mindset.

● Highly Proficient in Microsoft Office tools.

● Ready to work in rotational shift environment handling

● Hands on experience on any one or more WFM tools

● Excellent verbal and written communication skills.

● Able to balance a large-scale function operation while understanding the strategic, detail-oriented planning required to deliver it.

● Excellent analytical, numerical, problem-solving, and decision-making skills

● Ability to effectively present information and engage across internal and external stakeholders