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Workforce Management Lead
4 weeks ago
Workforce Management (WFM) Lead ( NIGHT SHIFT)
PERSON HAVE TO WORK IN NIGHT SHIFT
About the Role
We are seeking a detail-oriented and strategic
Workforce Management (WFM) Lead
to oversee workforce planning, forecasting, scheduling, and performance analysis. This role is critical in ensuring optimal staffing levels, efficient resource allocation, and data-driven decision-making to support operational excellence.
What to Expect
We value people who are self-aware, honest, and committed to continuous learning. If you thrive in an environment that prioritizes growth—both professional and personal—this opportunity is for you.
Responsibilities
- Lead end-to-end Workforce Management activities, including demand forecasting, capacity planning, schedule creation, and real-time adherence monitoring.
- Develop accurate forecasting models based on historical data, business trends, and upcoming campaigns.
- Monitor daily operations to ensure schedule adherence and address real-time gaps by working closely with Operations and Team Leads.
- Analyze performance data to generate actionable insights for productivity, efficiency, and cost optimization.
- Partner with HR, Talent Acquisition, and Operations to align workforce strategies with hiring plans and attrition trends.
- Implement and manage WFM tools and technologies to automate forecasting, scheduling, and reporting.
- Present workforce metrics and performance reports to leadership, highlighting trends and opportunities.
- Manage Bench Pool analysis, including utilization tracking, redeployment, skill gap analysis, and training recommendations to maximize resource effectiveness.
Key Skills & Competencies
- Strong analytical skills with the ability to extract insights from large datasets.
- Excellent communication and stakeholder management skills.
- Proven track record in process improvements and best practice implementation.
- Proficiency in Excel and data visualization tools (Power BI, Tableau, etc.).
- Strong problem-solving skills and ability to work in a fast-paced environment.
- Understanding of call center operations or digital service delivery models is a plus.
Experience & Qualifications
- Bachelor's degree in Business Administration, Operations Management, Statistics, or related field.
- 5+ years of experience in Workforce Management, preferably in digital services, BPO, or contact center environments.
- Experience in managing Bench Pool activities, including utilization tracking, skill gap assessment, and resource optimization.
