Job Description
Overview
We are looking for a highly analytical and detail-oriented WFM Lead to oversee workforce planning and scheduling functions. You will be responsible for managing real-time operations, forecasting, scheduling, and reporting to ensure service levels and business objectives are met across multiple teams.
Responsibilities
Lead day-to-day WFM operations including forecasting, capacity planning, and real-time monitoring.
Develop and maintain staffing models and forecasts based on historical data and business trends.
Create and optimize schedules to meet service level targets while minimizing cost.
Monitor call volume, agent adherence, and real-time performance; adjust resources as needed.
Partner with operations, HR, and recruitment to align hiring plans with forecasted requirements.
Provide actionable insights through WFM reports and dashboards.
Identify and drive continuous improvement initiatives in WFM processes and tools.
Mentor and guide junior WFM analysts and schedulers
Requirements
3+ years of experience in Workforce Management, with at least 1 year in a leadership role.
Strong in MS office tools
Strong knowledge of forecasting models, scheduling logic, and real-time adherence management.
We are looking for a highly analytical and detail-oriented WFM Lead to oversee workforce planning and scheduling functions. You will be responsible for managing real-time operations, forecasting, scheduling, and reporting to ensure service levels and business objectives are met across multiple teams.
Responsibilities
Lead day-to-day WFM operations including forecasting, capacity planning, and real-time monitoring.
Develop and maintain staffing models and forecasts based on historical data and business trends.
Create and optimize schedules to meet service level targets while minimizing cost.
Monitor call volume, agent adherence, and real-time performance; adjust resources as needed.
Partner with operations, HR, and recruitment to align hiring plans with forecasted requirements.
Provide actionable insights through WFM reports and dashboards.
Identify and drive continuous improvement initiatives in WFM processes and tools.
Mentor and guide junior WFM analysts and schedulers
Requirements
3+ years of experience in Workforce Management, with at least 1 year in a leadership role.
Strong in MS office tools
Strong knowledge of forecasting models, scheduling logic, and real-time adherence management.
💡 Quick Summary
Seeking a career-building opportunity? The WFM Lead position is now open for candidates interested in the IT Engineer & Developer Jobs sector. This role in Chennai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in IT Engineer & Developer Jobs is a plus.