1. Monitor workforce metrics, including occupancy, schedule adherence, shrinkage, and service levels, to identify trends and improvement opportunities.

2. Develop and manage staffing forecasts and schedules aligned with customer demand, call volume, and operational requirements.

3. Lead, coach, and support the WFM team to achieve performance targets and maintain operational efficiency.

4. Track and report key performance indicators (KPIs), identify variances, and recommend corrective actions to management.

5. Improve workforce management processes, resolve staffing and scheduling issues, and coordinate with Operations, HR, and Payroll teams.

Required Skills : 

1. At least 1–2 years of experience specifically as a WFM Team Lead — mandatory.

2. Prior Workforce Management experience in a BPO, contact center, or call center environment.

3. Strong knowledge of forecasting, scheduling, staffing models, and real-time workforce monitoring.

4. Proficiency in Excel, workforce management tools, and contact center performance metrics.

5. Strong leadership, communication, analytical, and problem-solving skills.

Qualifications : 

• Proven experience in workforce management or operations management within a contact center environment.

• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.

• Good understanding of contact center metrics such as AHT, ASA, FCR, occupancy, adherence, and quality scores.

• Proficiency in written and spoken English.

• Experience with workforce management software is preferred.

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