Team Lead WFM

4 weeks ago

Pune, India Tech Mahindra Full time

Role and Responsibilities:


● Lead and manage the scheduling team to ensure timely and accurate roster creation using IEX (NICE WFM)

● Oversee schedule generation, exception handling, shift allocation, and leave management for multiple LOBs/processes

● Ensure schedule adherence and alignment with forecasted volumes, headcount, and SLA commitments

● Conduct regular audits for schedule hygiene, adherence to labor laws, and internal policy compliance

● Collaborate closely with forecasting, real-time analysts (RTA), and operations to address coverage gaps and overstaffing

● Drive automation and efficiency in scheduling through tool features, macros, or process improvements

● Support short-term and long-term capacity planning by sharing data-driven scheduling insights

● Provide training and mentorship to junior schedulers on IEX functionalities and WFM best practices

● Create and present schedule performance dashboards and reports to WFM and business stakeholders

Applicant’s Specifications & Qualification:


● Hands-on expertise in IEX (NICE WFM) with strong understanding of scheduling logic and modules

● Strong MS Excel skills (including pivot tables, VLOOKUP, time-series formulas)

● Excellent communication and team coordination skills

● Experience in handling multi-skill, multi-queue scheduling environments

● Strong analytical and decision-making abilities

● Flexible to work in rotational shifts and 24×7 operations

● Ability to handle pressure, meet strict deadlines, and drive a performance culture

● Prior experience in a WFM Scheduling Team Lead or senior scheduling analyst role is preferred

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