Job Description

The WFM Team Lead oversees and holds full responsibility for all operational workforce support within the contact center. This role ensures optimal staffing, scheduling, forecasting, and policy execution to drive operational efficiency.

Key Responsibilities:

Workforce Planning & Execution: Facilitate and monitor all aspects of workforce planning, including staffing models, schedule optimization, and long/short-term forecasting systems.
Operational Leadership: Manage a team of individual contributors, overseeing day-to-day short-term activities and ensuring professional excellence across all deliverables.
Quality & Training Alignment: Support contact center quality standards and monitor the execution of training programs and system implementations.
Process Improvement: Autonomously identify, initiate, and execute specialized projects to significantly enhance daily operations and workflow efficiency.
Expertise & Mentorship: Apply comprehensive domain knowledge to guide, supervise, and improve the output of junior workforce analysts and professionals.

Required Qualifications

Education: Bachelor’s degree in a related field.
Experience: 1–4 years of experience in Workforce Management (WFM), Reporting, Scheduling, Forecasting, or Contact Center Operations.
Role Background (Mandatory): Must be a current or former Reports Analyst, Reports Supervisor, WFM Analyst, or Team Lead.
Industry Experience: Proven track record in a BPO / Contact Center environment.
Leadership: Demonstrated team management or leadership experience.
Technical Skills:
- Proficiency with WFM tools (e.g., Verint, NICE, Aspect, Genesys).
- Advanced Microsoft Excel, reporting, and data analysis capability.
Soft Skills: Strong verbal and written communication, decision-making, and critical problem-solving skills.

Role

Account Manager

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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