Senior Team Lead, Workforce Management

Job Summary

The Senior Team Lead – WFM is responsible for managing workforce planning, scheduling, real-time management, and reporting to ensure optimal staffing levels and service level achievement. This role will lead a team of WFM analysts and work closely with Operations, HR, and Training teams to ensure efficient workforce utilization and operational efficiency.

Key Responsibilities

• Manage end-to-end Workforce Management functions including Forecasting, Capacity Planning, Scheduling, and Real-Time Management
• Lead and manage a team of WFM analysts / RTA / schedulers
• Ensure service levels, shrinkage, occupancy, and productivity targets are met
• Analyze historical data and trends to improve forecasting accuracy
• Prepare weekly and monthly capacity plans
• Monitor real-time queues and take intraday actions
• Publish WFM reports and dashboards to stakeholders
• Work closely with Operations for staffing requirements and planning
• Manage roster planning, leave planning, and shift optimization
• Identify process improvements and automation opportunities
• Handle stakeholder communication and WFM reviews

Key Metrics / KPIs

• Service Level
• Forecast Accuracy
• Schedule Adherence
• Shrinkage
• Occupancy
• Attrition Impact on Staffing
• Intraday Performance

Required Skills

• Workforce Management tools (e.g., IEX, NICE, Verint, Aspect)
• Advanced Excel (Pivot, VLOOKUP, dashboards)
• Strong analytical and problem-solving skills
• Stakeholder management
• Team handling experience
• Reporting and data analysis
• Good communication skills

Experience

• 5–8 years of experience in Workforce Management
• Minimum 2–3 years in team handling / leadership role
• Experience in BPO / Contact Center environment preferred