Lead - WFM

Candidate Expectations

Total Experience and Relevant Experience-4 + years.

Skills - WFM, RTA, Contact center operations.

Education and Certification

Qualification: Any domains

Detailed Job Description:

• Lead end-to-end forecasting and capacity planning activities, including volume analysis, stakeholder inputs, trend evaluation, and scenario modeling.
• Develop and maintain short-term and long-term forecasts aligned with business demand, operational goals, and service level requirements.
• Build optimized staffing plans based on forecast outputs, capacity requirements, shrinkage assumptions, productivity targets, and operational constraints.
• Monitor forecast accuracy, staffing utilization, and capacity gaps, and recommend timely reforecasting, recalibration, or mitigation actions.
• Review, validate, and communicate key planning assumptions, risks, and dependencies to leadership, operations, and client stakeholders.
• Provide actionable workforce insights on hiring needs, training plans, staffing risks, performance trends, and service level improvement opportunities.
• Drive continuous improvement across forecasting, planning, scheduling, and workforce governance processes.
• Support WFM transformation initiatives, including tool migration, automation, process standardization, and reporting enhancements.
• Maintain accurate WFM process documentation, planning trackers, assumptions logs, and governance records to ensure consistency and audit readiness.
• Analyze workforce performance data and operational metrics to support strategic planning, change management, and business reviews.
• Provide backup support for scheduling oversight and team management activities when required.

Key Skills

• Extensive experience in Workforce Management, with strong exposure to forecasting, capacity planning, scheduling, and contact center operations.
• Strong leadership experience in managing or supporting WFM teams in a global or multi-site environment.
• Good understanding of BPO/contact center operations, performance metrics, workforce planning cycles, and operational governance.
• Strong technical understanding of WFM calculations, including forecast accuracy, staffing requirements, shrinkage, occupancy, utilization, AHT, SLA, and FTE modeling.
• Excellent analytical and problem-solving skills, with the ability to convert data into meaningful insights and business recommendations.
• Strong stakeholder management, communication, and presentation skills.
• Ability to manage multiple deliverables, timelines, and priorities while maintaining accuracy and attention to detail.
• Strong documentation mindset with the ability to maintain process documents,assumptions logs, trackers, and governance records.