WFM Lead

7 days ago

Gurgaon, Haryana, India Globiva Full time ₹ 20,00,000 - ₹ 25,00,000 per year

Job Title: Lead Workforce Management (WFM)

Company: Globiva

Location: Gurgaon (Sector 18)

Work Mode: Work From Office (WFO)

Working Days: 6 Days (Fixed/Rotational Off as per policy)

About the Role

We are hiring an experienced Lead WFM for our BPO operations. The role involves team handling, advanced reporting, dialer management, and workforce planning to ensure process efficiency and business targets are met.

Key Responsibilities

  • Lead and manage a team of WFM executives, ensuring smooth workforce operations.
  • Forecast call volumes, plan capacity, and build schedules for optimum resource utilization.
  • Manage real-time monitoring, shrinkage control, and adherence tracking.
  • Handle dialer management (inbound/outbound campaigns) and provide insights for optimization.
  • Create and automate advanced reports using MS Excel (Pivot Tables, VLOOKUP, Macros, etc.).
  • Partner with operations and client teams to analyze trends and provide staffing solutions.
  • Conduct performance reviews, mentor team members, and drive productivity.
  • Ensure SLA adherence across processes and provide actionable MIS to management.
  • Implement best practices for workforce planning and continuous improvement.

Requirements

  • Graduate in any stream.
  • 5-8 years of WFM experience in a BPO setup, with at least 2+ years in a lead/team handling role.
  • Strong expertise in Advanced Excel and workforce management tools.
  • Exposure to dialer platforms (predictive/progressive/manual).
  • Excellent analytical, problem-solving, and communication skills.
  • Ability to work in a 6-day, WFO setup with flexibility in shifts.

Salary & Benefits

  • Competitive salary as per industry standards.
  • Incentives based on performance and business outcomes.
  • Fast growth opportunities within WFM/Operations leadership.

Contact Person

HR Supriya Whatsapp your cv)

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