WFM TEAM LEAD
Gratitude IncWFM TEAM LEAD
Job Description
Key Skills
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Job Title: WFM TEAM LEAD
Work Location: MOA
Work Setup: Onsite
Work Schedule: Shifting
Salary: Confidential
We are looking for an experienced WFM professional to join our team as a Workforce Management Team Lead. The ideal candidate will have strong experience in workforce planning, reporting, scheduling, forecasting, and contact center operations, along with proven leadership capabilities.
KEY RESPONSIBILITIES
Oversee workforce management and operational support activities within the contact center.
Manage staffing, scheduling, forecasting, and workforce planning requirements.
Monitor workforce planning processes and ensure effective resource allocation.
Support the implementation and execution of training programs when required.
Oversee contact center quality and operational support initiatives.
Manage short-term workforce activities and operational priorities within the team.
Analyze workforce data and identify opportunities to improve day-to-day processes and operational efficiency.
Lead and support team members while ensuring professional and operational excellence.
Take ownership of assigned projects and initiatives and ensure timely delivery.
Make operational decisions within defined guidelines and responsibilities.
Provide guidance and expertise to less experienced professionals and team members.
REQUIRED QUALIFICATIONS
Bachelor’s degree in a related field.
1–4 years of experience in Workforce Management (WFM), Reporting, Scheduling, Forecasting, or Contact Center Operations.
Current or former experience as a Reports Analyst, Reports Supervisor, WFM Analyst, or Team Lead.
Experience working in a BPO or contact center environment.
Knowledge of WFM tools such as Verint, NICE, Aspect, or Genesys.
Strong Excel, reporting, and data analysis skills.
Hands-on experience with staffing, scheduling, forecasting, and workforce planning.
Proven leadership or team management experience.
Strong communication, analytical, and problem-solving skills.
Role
Any Other
Timings
Rotational Shifts (Permanent)
Industry
Other
Work Mode
Work from office
Process
Voice
Functional Area
Any Other
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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