Team Lead WFM Real Time

Description - External

Job Summary – WFM Lead

The WFM Lead is responsible for overseeing end-to-end workforce management functions including forecasting, capacity planning, scheduling, and real-time performance management. This role ensures optimal staffing, drives operational efficiency, and leads a team of WFM analysts/schedulers to meet service level targets while controlling costs and improving customer experience.

Key Responsibilities

Leadership & Team Management -

• Lead, mentor, and develop a team of WFM analysts, schedulers, and RTAs
• Set performance goals, conduct reviews, and drive capability building
• Ensure adherence to WFM best practices and standard operating procedures
  
  
  

• Oversee short-term and long-term forecasting (volume, AHT, workload)
• Develop hiring plans and staffing strategies aligned with business goals
  
  
  

• Ensure creation of efficient schedules that meet SLAs and occupancy targets
• Review and approve shift plans, leave management, and shrinkage assumptions
• Drive continuous improvement in schedule efficiency and flexibility
  
  
  

• Supervise intraday operations and ensure proactive adjustments
• Guide RTAs in managing queue performance, staffing gaps, and contingencies
• Escalate risks and recommend mitigation strategies
  
  
  

• Partner with Operations, HR, Finance, and Training teams
• Provide insights and recommendations on staffing, productivity, and costs
• Present WFM performance metrics and strategic insights to leadership
  
  
  

• Own WFM reporting suite (forecast accuracy, service levels, shrinkage, utilization)
• Analyze trends and identify opportunities for process improvement
• Drive data-backed decision-making across operations
  
  
  

• Identify and implement process improvements in WFM workflows
• Drive automation initiatives (Excel, VBA, Python, WFM tools)
• Standardize reporting and scheduling practices
  
  
  

• Ensure compliance with labor laws, company policies, and contractual obligations
• Maintain data integrity and audit readiness within WFM systems
  
  
  

• Strong leadership and team management capabilities
• Advanced analytical and problem-solving skills
• Expertise in WFM tools (NICE, Verint, Genesys, Aspect, etc.)
• Advanced Excel / data handling skills (pivot tables, macros preferred)
• Deep understanding of contact center metrics (SLA, AHT, occupancy, shrinkage, adherence)
• Strong communication and stakeholder management skills
• Ability to manage ambiguity and drive decisions in a fast-paced environment
  
  
  

• Bachelor’s degree in Commerce, Operations, Analytics, or related field
• 4–8 years of experience in Workforce Management, with at least 1–2 years in a leadership role
• Experience in BPO / contact center / shared services environment preferred
  
  
  

• Forecast accuracy (volume, AHT)
• Service level attainment
• Schedule efficiency and adherence
• Shrinkage and occupancy management
• Cost efficiency (FTE optimization, overtime control)
• Team performance and engagement