WFM Team Lead – Workforce Management

Role Overview:

We are seeking a WFM Team Lead to oversee all operational support aspects of the contact center, including staffing, scheduling, forecasting systems, and policy implementation. You will monitor workforce planning issues and ensure optimal operational efficiency across multiple contact centers.


Key Responsibilities:


Manage and oversee all workforce planning activities including staffing, scheduling, and forecasting.


Facilitate and monitor the implementation of training programs across the contact center.


Oversee quality issues and support systems implementation.


Manage and supervise a team of Individual Contributors.


Generate and initiate workload; provide professional expertise and leadership.


Drive day-to-day process improvements and operational excellence.


Qualifications:


Bachelor's degree in a related field – preferred.


1–4 years of experience in Workforce Management (WFM), Reporting, Scheduling, Forecasting, or Contact Center Operations – required.


Current or former Reports Analyst, Reports Supervisor, WFM Analyst, or Team Lead – required.


Experience in a BPO/contact center environment – required.


Knowledge of WFM tools (Verint, NICE, Aspect, Genesys, etc.) – required.


Strong Excel, reporting, and data analysis skills – required.


Experience managing staffing, scheduling, forecasting, and workforce planning.


Strong communication and problem-solving skills.