Job Description - Workforce Management Team Lead

About Job

The Work Force Management (WFM) involves effective operational planning & execution including Forecasting,

Capacity Planning, Scheduling & Real-Time monitoring. Creating and managing staff schedules to accomplish a particular task on a daily/hourly basis. The WFM function helps in decision making regarding revenue roadmap, focus on critical metrics and efficiency improvement for accounts/organization.

Responsibilities:

● Provide analytical support and recommendations for staffing resources to meet objectives such as service levels, occupancy and shift coverage.

● Assist WFM Manager with forecasting process by monitoring and analyzing volume trend and drivers

● Intraday real time monitoring of performance service levels and backlog for all queues, resources, teams, and sites in a 24/5 operation environment