Wfm Team Lead

Roles and Responsibilities

• Manage day-to-day operations of the Workforce Management team, ensuring efficient scheduling, rostering, and real-time analysis.
  
• Oversee capacity planning, including forecasting, demand management, and resource allocation to meet business objectives.
  
• Develop and maintain effective relationships with stakeholders across various departments to ensure seamless communication and collaboration.
  
• Analyze data from IEX, RTA, Avaya, Genesys systems to identify trends and areas for improvement in workforce management processes.
  
• Ensure compliance with company policies and procedures while implementing new initiatives or changes.
  

Desired Candidate Profile

• 3-8 years of experience in WFM/CTM/ICM/CMS/CCX/CRCM/AHT/ASA/BPO industry.
  
• Strong understanding of Call Center Technology (Avaya/Genesys), Contact Center Operations, Call Routing & Dialer Management.
  
• Proficiency in Real Time Analysis (RTA) software such as Aspect Dialer Management.