Looking for Workforce Management Lead experts.
Please send across your resume at [Confidential Information].
Job Title: WFM Team Leader
Roles and responsibilities:
- Lead, mentor, and manage a team of WFM professionals, fostering a collaborative and high-performance work environment.
- Develop and manage employee schedules to ensure adequate coverage and efficient use of resources.
- Analyze historical data and trends to forecast staffing needs and ensure alignment with business demands.
- Identify opportunities for process improvements and implement strategies to enhance workforce efficiency.
- Ensure compliance with labor laws and organizational policies related to workforce management.
- Work closely with other departments to understand their staffing needs and provide support in workforce planning.
- Provide training and development opportunities for WFM team members to enhance their skills and knowledge.
- Address and resolve any workforce-related issues or conflicts that arise.
- Performance and RCA of the previous day, clearly indicating gaps and opportunity areas.
- Intraday outlook for the day along with operational constraints for the day to be recorded and mitigation plan modified accordingly & agreement from operation on suggested plan
- Analyze & highlight gap between scheduling output and actual performance.
- RTA handover to be recorded, summarized and content should be available for future reference and learnings.
- End to end knowledge of tools used by RTA and Agent.
- Prepare a skill progress report for the team.
Additional QUALIFICATIONS
- Experience: Proven experience in workforce management or a related field, with at least 2-5 years in a leadership role.
- Skills: Strong analytical, problem-solving, and organizational skills. Excellent communication and interpersonal skills. Proficiency in WFM software and tools.
- Proficient in MS Excel
Preferred Attributes:
- Ability to work under pressure and manage multiple tasks simultaneously.
- Strong attention to detail and commitment to data accuracy.
- A proactive approach to identifying and solving problems.
