Team Lead, WFM Real Time

Job Summary – WFM Lead 

The WFM Lead is responsible for overseeing end-to-end workforce management functions including forecasting, capacity planning, scheduling, and real-time performance management. This role ensures optimal staffing, drives operational efficiency, and leads a team of WFM analysts/schedulers to meet service level targets while controlling costs and improving customer experience.

Key Responsibilities :

Leadership & Team Management  - 

• Lead, mentor, and develop a team of WFM analysts, schedulers, and RTAs 

• Set performance goals, conduct reviews, and drive capability building 

• Ensure adherence to WFM best practices and standard operating procedures

Forecasting & Capacity Planning -

• Oversee short-term and long-term forecasting (volume, AHT, workload) 

• Develop hiring plans and staffing strategies aligned with business goals 

Scheduling & Resource Optimization - 

 • Ensure creation of efficient schedules that meet SLAs and occupancy targets 

• Review and approve shift plans, leave management, and shrinkage assumptions 

• Drive continuous improvement in schedule efficiency and flexibility 

Real-Time Management Oversight -

 • Supervise intraday operations and ensure proactive adjustments 

• Guide RTAs in managing queue performance, staffing gaps, and contingencies 

• Escalate risks and recommend mitigation strategies

Stakeholder Management 

• Partner with Operations, HR, Finance, and Training teams 

• Provide insights and recommendations on staffing, productivity, and costs 

• Present WFM performance metrics and strategic insights to leadership 

Reporting & Analytics -

 • Own WFM reporting suite (forecast accuracy, service levels, shrinkage, utilization) 

• Analyze trends and identify opportunities for process improvement 

• Drive data-backed decision-making across operations 

Process Improvement & Automation -

• Identify and implement process improvements in WFM workflows 

• Drive automation initiatives (Excel, VBA, Python, WFM tools) 

• Standardize reporting and scheduling practices 

Compliance & Governance - 

 • Ensure compliance with labor laws, company policies, and contractual obligations 

• Maintain data integrity and audit readiness within WFM systems 

Required Skills & Competencies -

• Strong leadership and team management capabilities 

• Advanced analytical and problem-solving skills 

• Expertise in WFM tools (NICE, Verint, Genesys, Aspect, etc.) 

• Advanced Excel / data handling skills (pivot tables, macros preferred) 

• Deep understanding of contact center metrics (SLA, AHT, occupancy, shrinkage, adherence) 

• Strong communication and stakeholder management skills

 • Ability to manage ambiguity and drive decisions in a fast-paced environment

 Qualifications -

• Bachelor’s degree in Commerce, Operations, Analytics, or related field 

• 4–8 years of experience in Workforce Management, with at least 1–2 years in a leadership role 

• Experience in BPO / contact center / shared services environment preferred 

Key Performance Indicators (KPIs) - 

 • Forecast accuracy (volume, AHT) 

• Service level attainment 

• Schedule efficiency and adherence 

• Shrinkage and occupancy management 

• Cost efficiency (FTE optimization, overtime control) 

• Team performance and engagement