Academy BPO Team Lead

Confidential


Hiring | CSR| US|UK Shift | Call Center | Int| BPO Voice | Bangalore | |
Confidential • Bengaluru, Karnataka • via CallCenterJob.co.in
4 days ago
Full–time
No Degree Mentioned
Apply on CallCenterJob.co.in
Job description
Greetings from PERSONAL NETWORK About Client : A Bangalore Based MNC committed to creating positive change around the world and ensuring act as responsible business leaders for people, their Esteem clients, and the communities. Our Client is a global management consulting and professional services firm that provides strategy, consulting, digital, technology and operations services. A Fortune Global 500 company, it has been incorporated in Dublin. CSR VOICE - UK Shift - Bangalore Greetings from PERSONAL NETWORK !!!! Post : Customer Support Representative Process : CSR Service Voice - Insurance / Banking Domain Experience : 0.6 Months to + years Salary : 2.5 L to 6.5 L Shift : UK Shift / Rotational Shifts Location : Bangalore Job Description:- Candidate should possess excellent oral and written communication skills Should be open to work in Night shifts. Responsible for dealing with International Clients Phone-based customer interaction Excellent communication with International Voice experience For more details reach out the following HR @ PERSONAL NETWORK for Details about Event or Appointment #csr #internationalvoiceprocess #urgenthiring #job #mnc #mncjobs #mnchiring #immediatejoiners #freshers #fresherhirin #voiceprocess #bangalorejobs Anagha : +8451621+6 / ( Call or Whatsapp ) For Details Send your updated resume to : hr15.tpn@ gmail.com ( No Space after @ ) Walk-In to our office Weekday Anytime Between 10 am - 2 pm ( Mon - Fri ) Walk-in address : Personal Network, No 81, 21st Main Road, BSK 2nd Stage , BDA complex Rd, Above Specksmakers , Bangalore 560070 PERSONAL NETWORK - NETWORKING FOR A BETTER FUTURE BEST WISHES - PERSONAL NETWORK TEAM
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Cognizant


Academy BPO Team Lead
Cognizant • Bengaluru, Karnataka • via Cognizant Careers
15 days ago
Full–time
No Degree Mentioned
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Job description
Position: Workforce Management Team Lead (IC)

About the Role

We are seeking an experienced Workforce Management (WFM) Team Lead (Individual Contributor) to drive operational efficiency and workforce optimization. This role focuses on forecasting, scheduling, real-time monitoring, and reporting to ensure business goals are met. The ideal candidate has a strong analytical mindset, expertise in WFM tools, and the ability to collaborate cross-functionally with stakeholders.

Key Responsibilities

1. Workforce Planning & Forecasting:

· Develop and maintain workforce forecasts based on historical data, trends, and business needs.

· Analyze call volume patterns, productivity metrics, and staffing requirements to optimize resource allocation.

· Collaborate with operations teams to align staffing strategies with business objectives.

2. Scheduling & Capacity Planning:

· Create and manage agent schedules, ensuring adherence to service level agreements (SLAs).

· Monitor adherence and recommend adjustments to minimize under/overstaffing.

· Optimize shift planning to balance efficiency and employee engagement.

3. Real-Time Monitoring & Intraday Management:

· Track real-time adherence (RTA) and performance metrics to identify inefficiencies.

· Take proactive steps to mitigate operational risks and address unexpected volume spikes.

· Provide real-time recommendations to improve workforce utilization.

4. Reporting & Analytics:

· Generate and analyze reports on key WFM metrics (occupancy, shrinkage, adherence, and efficiency).

· Present insights and actionable recommendations to leadership.

· Drive continuous improvement initiatives based on data analysis.

5. Stakeholder Collaboration & Process Improvement:

· Partner with Operations, HR, and Finance teams to optimize workforce strategies.

· Identify process gaps and recommend automation or efficiency improvements.

· Support change management initiatives related to workforce planning.

Qualifications & Skills

· 4+ years of experience in Workforce Management in a BPO, contact center, or service-oriented environment.

· Expertise in WFM tools (e.g., Verint, NICE, Aspect, Genesys, or similar).

· Strong analytical and problem-solving skills with proficiency in Excel.

· Experience in forecasting, scheduling, real-time management, and reporting.

· Excellent communication and stakeholder management skills.

· Ability to work independently and drive initiatives without direct supervision.

Preferred:

· Experience with automation, AI-driven workforce tools, or data visualization tools (Power BI, Tableau).

· Knowledge of SQL for data analysis.

· Familiarity with global workforce planning best practices.

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