Workforce Lead

The Workforce Management (WFM) Manager / Lead is responsible for overseeing all workforce planning functions within the project to ensure optimal staffing levels, operational efficiency, service level achievement. This role leads forecasting, scheduling, real-time management, capacity planning, reporting, and continuous improvement initiatives across multiple business lines.

The ideal candidate combines strong analytical skills, leadership capability, and operational understanding to align workforce strategy with client and business goals.

Workforce Planning & Strategy

Lead short-term and long-term workforce planning activities.

Develop staffing models based on forecasted demand, shrinkage, productivity, and service level targets.

Create hiring plans in partnership with Recruitment, HR, and Operations.

Ensure resource plans support seasonal peaks, ramp-ups, transitions, and business changes.

Recommend staffing actions to mitigate overstaffing or understaffing risks based on staffing analysis.

Scheduling & Intraday Management

Oversee schedule creation, shift optimization, leave planning, and roster management

Ensure schedules balance employee satisfaction with business requirements.

Manage real-time/intraday teams to react to volume fluctuations, absenteeism, outages, or service risks.

Drive adherence and occupancy management strategies.

Performance & Reporting

Track KPIs such as Service Level, ASA, Occupancy, Shrinkage, Attrition, Schedule

Efficiency, and Productivity.

Deliver executive dashboards and operational insights.

Conduct regular business reviews with internal stakeholders and clients.

Identify risks, opportunities, and cost-saving initiatives.

Leadership & Stakeholder Management

Lead and develop WFM Analysts, Schedulers, RTAs, and Planners.

Build strong relationships with Operations, HR, Finance, Recruitment, IT, and Clients.

Act as the primary WFM escalation point for business-critical decisions.

Support leadership meetings with data-driven recommendations

Process Improvement & Systems

Optimize WFM processes, governance, and reporting standards.

Manage WFM systems such as Calabrio, NICE, Verint, IEX, Aspect, Zendesk WFM, or similar.

Lead automation and continuous improvement projects.

Ensure data integrity and system compliance

Job Qualifications

3+ years of Workforce Management experience in a BPO / Contact Centerenvironment.

2+ years in a leadership role (Team Lead / Manager).

Strong understanding of forecasting, scheduling, capacity planning, and real-time operations.

Advanced Excel skills required.

Experience with WFM tools (Calabrio, NICE, Verint, IEX, etc.).

Strong communication and stakeholder management skills.