WFM Lead

3 days ago


Mumbai, Maharashtra, India eClerx Full time ₹ 9,00,000 - ₹ 12,00,000 per year

We Are Hiring – Process Manager / WFM Lead (International BPO)

Job Opening: WFM Lead – International BPO

Location: Pune

Shift: Rotational / US

Industry: International BPO / Contact Center


About the Role

We are looking for an experienced Workforce Management (WFM) Lead to manage and optimize workforce planning. The ideal candidate should have hands-on expertise in forecasting, scheduling, capacity planning, and real-time management, with exposure to global clients and advanced WFM tools.


Key Responsibilities

Lead end-to-end WFM functions: Forecasting, Scheduling, RTA, and Reporting

Collaborate with Operations, Clients, and MIS teams to align staffing with business needs

Manage capacity planning & headcount optimization for international processes

Drive real-time monitoring to ensure SLA/KPI adherence

Prepare and present WFM reports & dashboards for leadership reviews


Requirements

5–8 years of overall WFM experience, with at least 1–2 years in a Lead/Assistant Manager role

Strong knowledge of WFM tools: IEX, NICE, Aspect, Verint, Genesys, Avaya CMS (any combination)

Experience in International BPO / Global Contact Center environment

Excellent analytical, communication, and stakeholder management skills

Willingness to work in rotational shifts & week-offs


Why Join Us?

Opportunity to work with global clients & advanced WFM systems

Career growth into Managerial & Strategic WFM roles

Dynamic, collaborative, and employee-friendly work culture


How to Apply:

Interested candidates can share their CV at with the subject line:

Application – WFM Lead



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