– 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