Wfm Lead

WFM Lead

• Lead WFM team covering forecasting, capacity planning, scheduling, and real-time management.
• Manage staffing plans, schedules, shrinkage, occupancy, and service levels.
• Guide RTAs and WFM analysts to optimize intraday performance and staffing.
• Partner with Operations, HR, Finance, and Training on workforce strategies.
• Own WFM reports, analytics, KPIs, and process improvement/automation.
• Drive FTE optimization, cost efficiency, SLA achievement, and customer experience.

Key Skills: WFM tools (NICE/Verint/Genesys/Aspect), Advanced Excel, forecasting, scheduling, capacity planning, SLA/AHT/occupancy/shrinkage, analytics, and team leadership.

Experience: 4–8 years in WFM, including 1–2 years in a leadership role, preferably in BPO/contact center/shared services.