Team Lead - WFM

The CoinDCX journey: building tomorrow, today At CoinDCX, we believe CHANGE STARTS TOGETHER . You are the driving force that will help us make Web3 accessible to all. In the last six years, we have skyrocketed from being India s first crypto unicorn to carrying a community of over 125 million with us. To continue maximising the adoption and acceleration of Web3, we are now focused on developing cutting-edge products, addressing accessibility and security challenges, and bridging the gap between people and Web3 technologies. While we go ahead and keep dominating the Web3 world, we would like to HODL you on our team! Join our team of passionate innovators who are breaking barriers and building the future of Web3. Together, we will make the complex simple, the inaccessible accessible, and the impossible possible. Boost your innovation to an ALL TIME HIGH with us! Inside CoinDCX s Customer Success Team Our Customer Success team is dedicated to ensuring our users get the most out of their CoinDCX experience. We build strong relationships, providing support and guidance to help users achieve their goals in the world of digital finance. If you re passionate about customer satisfaction and success, join us in creating exceptional experiences that turn users into advocates. You need to be a HODLer of these Experience: Minimum of 4-5 years of experience in Workforce Management or related roles within a BPO environment. At least 1-2 years of experience in a leadership or supervisory capacity, managing a team of WFM analysts or associates.Skills: Strong understanding of BPO operations, workforce management processes, and key performance indicators (KPIs) like service levels, adherence, shrinkage, and occupancy. Proficiency with WFM software and tools (e.g., NICE, Verint, Aspect, Sprinklr, etc.). Strong data analysis and reporting skills, with the ability to interpret performance metrics and generate actionable insights. Excellent communication skills, with the ability to present complex data in an easily understandable manner. Strong problem-solving and critical thinking skills. Ability to lead, motivate, and develop a team to drive performance and meet operational goals. Ability to manage multiple priorities and work in a fast-paced, dynamic environment. Experience in working with multi-channel or multi-site contact centers. Vendor Management & Collaboration: Handle regular meetings with vendors to discuss performance, ensure adherence to SLAs, and align on expectations and outcomes. Collaborate with vendors to ensure that workforce management solutions (e.g., outsourced staff, temporary workers, technology) are in line with business needs and forecast requirements. Address any issues or concerns raised during vendor meetings and ensure effective follow-up to resolve any discrepancies in service delivery or performance. Work with vendors to optimize resource allocation, adjust schedules, and implement any required changes to meet fluctuating business demands.Education: Any Bachelor s degree is preferred (or equivalent work experience). You will be mining through these tasks Workforce Planning & Scheduling: Oversee the workforce management processes, including Real time queue monitoring, scheduling, and real-time adjustments to meet business demands. Ensure staffing levels are optimized according to predicted demand, considering both volume and skills required. Analyze historical data and trends to accurately forecast resource requirements, adjusting as needed to account for unexpected changes. Monitor real-time performance and adjust schedules, break times, and shift allocations to maintain service level agreements (SLAs).Team Leadership & Supervision: Lead, mentor, and develop a team of WFM analysts and associates, providing guidance and support to help them meet individual and team objectives. Ensure team productivity and performance metrics are being met while maintaining a high level of motivation and morale. Conduct regular one-on-ones, team meetings, and performance reviews to foster continuous improvement.Operational Excellence & SLA Adherence: Ensure that the team is continuously improving efficiency and ensuring service delivery teams requirements are met. Monitor performance metrics such as occupancy, adherence, service levels, and shrinkage, ensuring all goals are achieved. Address operational challenges by collaborating with stakeholders from different departments (e.g., service delivery, training, QA).Reporting & Analytics: Generate and present regular reports on workforce performance, highlighting trends, gaps, and areas for improvement. Provide detailed insights and recommendations to management regarding staffing, scheduling adjustments, and performance. Perform root-cause analysis (RCA) on performance issues, identifying areas to optimize the workforce and operational efficiency.Collaboration: Work closely with service delivery, training, QA, and other departments to ensure workforce strategies align with business goals. Coordinate with the Vendors to ensure staffing and schedule adjustments are promptly communicated and executed.Process Improvement: Identify opportunities to improve the WFM processes, tools, and methodologies to enhance overall team performance and service delivery. Support the continuous development of forecasting, scheduling, and reporting practices to adapt to changing business needs.Training & Development: Assist in the training and development of new team members, ensuring that they are up-to-speed on WFM processes and tools. Provide on-the-job training and development to existing team members to enhance their skill set and knowledge. Are you the oneOur missing block You are knowledge-hungry when it comes to VDA and Web3, always eager to dive deeper and stay ahead in this evolving space. The world of Web3 and VDA excites you, fueling your curiosity and driving you to explore new opportunities within this dynamic landscape. You act like an owner, constantly striving for excellence, impact, and tangible results in everything you do. You embrace a We over Me mindset, growing individually while fostering the growth of those around you. Change is your catalyst, igniting your passion to build and innovate. You think outside the box, unbound by limitations or doubt, always pushing the boundaries of what s possible. Kindly Note: Shift-based work may be required (including evenings, weekends, or holidays). Occasional overtime to support high demand periods. Fast-paced environment with a focus on meeting service level objectives. Perks That Empower You Our benefits are designed to make a lasting impact on your life, giving you the freedom to create a work-life balance that truly suits you. Design Your Own Benefit: Tailor your perk package to fit your unique needs. Whether you re eyeing a new gadget or welcoming a furry friend into your life, our flexible benefits ensure that you can prioritize what matters most to you. Unlimited Wellness Leaves: We believe in the power of well-being. Take the time you need to recharge, knowing that your health is our priority. With unlimited wellness leaves, you can return refreshed, ready to build and grow. Mental Wellness Support: Your mental health is as important as your professional growth. Benefit from access to health experts, free counseling sessions, monthly wellness workshops, and regular team outings, all designed to help you stay balanced and connected. Bi-Weekly Learning Sessions: These sessions are more than just updates they re opportunities to fuel your growth. Stay ahead with the latest industry knowledge, sharpen your skills, and accelerate your career in an ever-evolving landscape.