Workforce Management Lead (WFM Lead)

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 3-5 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

• 5-7 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.

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About Accenture

Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360 value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360 value we create for our clients, each other, our shareholders, partners and communities.

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