Description - External Job Summary – 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