WFM Team Lead

Key responsibilities:

1) Monitor and analyze workforce management metrics including occupancy, adherence, shrinkage and service levels to identify trends and opportunities for improvement
2) Create and manage schedules that align staffing levels with customer demand whilst minimizing labor costs
3) Lead and supervise the WFM team, providing coaching, guidance and performance feedback to ensure team members are meeting their objectives
4) Collaborate with operations and management teams to forecast staffing requirements based on call volume projections and business needs
5) rack and report on key performance indicators (KPIs) to senior management, highlighting variances and recommending corrective actions
6) Implement process improvements and best practices to enhance workforce efficiency and operational effectiveness
7) Conduct training sessions for agents on scheduling policies, time management and adherence expectations
8) Respond to scheduling challenges and staffing conflicts in a timely and professional manner
9) Liaise with HR and payroll departments to ensure accurate recording of employee time and attendance data
10) Support the development and maintenance of workforce management tools and systems

What we're looking for:

1) At least 1-2 years of minimum experience as WFM Team Lead (non-negotiable)
2) At least with experience in WFM field
3) Proven experience in a workforce management or operations management role within a contact center or call center environment
4) Demonstrated leadership experience with the ability to motivate and develop team members effectively
5) Strong analytical skills with proficiency in workforce management systems and Excel or similar data analysis tools
6) In-depth knowledge of call center operations, including staffing models, forecasting methodologies and scheduling principles
7) Excellent communication and interpersonal skills with the ability to work collaboratively across multiple departments
8) Strong problem-solving abilities with a focus on identifying practical solutions to operational challenges
9) Ability to manage multiple priorities and meet deadlines in a fast-paced environment
10) Proficiency in English, both written and verbal
11) Familiarity with contact center metrics and KPIs such as AHT, ASA, FCR and quality scores is advantageous
12) Experience with workforce management software platforms is preferred

Interview Process: 2 level interviews


Pre-screening notes :

a) How many years of total BPO/contact center experience do you have?
b) How many years of experience do you have specifically as a WFM Team Lead?
c) Total WFM Experience
d) Last Drawn Salary
e) Salary Expectation