Job Description
Overview
We are looking for a Workforce Management (WFM) Lead to oversee workforce planning and real-time operations within operations. This role will lead a small WFM team while serving as the subject matter expert for forecasting, capacity planning, scheduling optimization, and operational performance monitoring. The WFM Lead will ensure the organization maintains the right staffing levels to meet service level agreements (SLAs), productivity targets, and operational efficiency goals, while balancing cost and service quality.
Key Responsibilities:
Workforce Planning & Forecasting
Develop and maintain contact/workload volume forecasts using historical trends and business insights.
Perform capacity planning to determine staffing requirements aligned with operational demand.
Continuously refine forecasting models to improve accuracy.
Scheduling & Resource Optimization
Create and optimize staff schedules to ensure appropriate coverage for operational demand.
Manage staffing adjustments including shift changes, overtime (OT), voluntary time off (VTO), and cross-skilling strategies.
Balance workforce utilization while maintaining service quality.
Real-Time Performance Monitoring
Oversee intraday performance management, including monitoring queues, backlogs, and operational workloads.
Ensure teams meet service levels, SLAs, and operational targets.
Provide real-time recommendations to address performance gaps.
Team Leadership
Lead and mentor a team of 35 WFM analysts responsible for forecasting, scheduling, and real-time monitoring.
Provide coaching and guidance to ensure high quality workforce planning and reporting.
Establish best practices and governance across WFM operations.
Stakeholder Collaboration
Partner closely with operations leaders, delivery teams, and business stakeholders to align workforce plans with operational goals.
Provide insights and recommendations on staffing strategies and operational efficiency.
Operational Reporting & Insights
Analyze workforce performance metrics and provide actionable insights related to staffing, productivity, and cost optimization.
Develop reports and dashboards to track workforce performance.
Qualifications
57 years of experience in Workforce Management (WFM) within shared services, BPO, or operations environments.
Prior experience leading or supervising WFM analysts or workforce planning teams.
Strong knowledge of workforce forecasting, scheduling logic, and capacity planning.
Experience managing real-time operational performance monitoring.
Strong analytical thinking and operational judgment.
Advanced Excel skills and experience interpreting operational data.
Exposure to SQL, Power BI, or other analytics tools.
