Workforce Management Team Lead

Job Description - Workforce Management Team LeadAbout JobThe Work Force Management (WFM) involves effective operational planning & execution including Forecasting,Capacity Planning, Scheduling & Real-Time monitoring. Creating and managing staff schedules to accomplish a particular task on a daily/hourly basis. The WFM function helps in decision making regarding revenue roadmap, focus on critical metrics and efficiency improvement for accounts/organization.Responsibilities:● Provide analytical support and recommendations for staffing resources to meet objectives such as service levels, occupancy and shift coverage.● Assist WFM Manager with forecasting process by monitoring and analyzing volume trend and drivers● Intraday real time monitoring of performance service levels and backlog for all queues, resources, teams, and sites in a 24/5 operation environment● Analyze historical data to utilize for future forecasting and scheduling.● Analyze historical data patterns for future monthly, weekly, daily, and intraday patterns per client needs● Update and send reports related to the performance of each site including but not limited to occupancy, staffing needs and core KPIs and SLAs● Analysis of historical data, forecasting and creating staffing scenarios across business functionsQualification:● Minimum 3-4 years of experience in WFM is required.● Total 7+ years of experience required in BPO Operations● Prior experience in Scheduling or Capacity planning handling complex set of LOBs● Solution driven and result oriented mindset.● Highly Proficient in Microsoft Office tools.● Ready to work in rotational shift environment handling● Hands on experience on any one or more WFM tools● Excellent verbal and written communication skills.● Able to balance a large-scale function operation while understanding the strategic, detail-oriented planning required to deliver it.● Excellent analytical, numerical, problem-solving, and decision-making skills● Ability to effectively present information and engage across internal and external stakeholders

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