WFM Lead
3 days ago
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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