WFM Team Leader

Job Summary

The Workforce Management Team Leader is responsible for leading and optimizing workforce management operations across contact center functions, including New Accounts and Servicing teams. This WFM team leader role focuses on strategic workforce planning, forecasting, scheduling, and real-time management to ensure operational efficiency and a high-quality customer experience. You will work closely with internal and external stakeholders to design workforce strategies aligned with business goals and performance standards.

Key Responsibilities

• Forecast demand, optimize schedules, and model capacity across voice, chat, email, and SMS channels
• Ensure staffing aligns with service levels while maintaining cost efficiency and minimizing overtime
• Design IVR flows, optimize call routing, and manage dialer operations
• Oversee chat, email, and SMS channels, improving performance and operational efficiency
• Develop and implement workforce management strategies to ensure optimal staffing levels
• Conduct long-term forecasting and capacity planning based on trends and business growth
• Analyze historical data to predict call volumes and staffing requirements
• Monitor real-time performance and recommend schedule adjustments as needed
• Identify and implement process improvements to enhance productivity and customer experience
• Standardize workforce management policies and procedures
• Manage workforce management systems, scheduling tools, and automation platforms
• Evaluate emerging technologies to improve workforce operations
• Monitor and analyze KPIs such as service levels, staffing efficiency, and productivity
• Provide actionable insights and recommendations to improve operational performance as a WFM team leader

Job Requirements

Qualifications Experience

• Graduate (mandatory)
• Minimum 3+ years of workforce management experience in omni-channel contact centers
• Experience in capacity planning for internal and external teams

Technical Skills

• Proficiency in Genesys WFM tools and real-time management
• Advanced data analytics skills, including SQL, Excel (pivot tables, macros), and forecasting models
• Hands-on experience with Genesys Cloud CX (IVR design, routing rules, dialer management)
• Understanding of AI-powered chatbots and automation tools

Key Skills Competencies

• Strong understanding of call flow logic, IVR systems, and routing strategies
• Ability to analyze performance data and translate insights into actionable improvements
• Strong problem-solving and decision-making skills
• Ability to create SOPs, flowcharts, and process documentation
• Strong stakeholder communication and collaboration skills
• Self-driven with a strong ownership mindset

Preferred Experience

• Experience in lending, banking, or collections environments
• Understanding of compliance regulations such as TCPA, FDCPA, and FCRA

Work Details

Location: Kolkata, India

Department: WFM RTA

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.