TL - WFM (Workforce Management Team Lead)

Tools : MS Excel mandatory (Scheduling and Planning)

Shift: Any shift between 10:00 AM to 2:00 AM window

Weekends/ Rotational Off : Weekend Off

Location & Site : Malad

Job Title: WFM Team Leader

Roles and responsibilities:

• Lead, mentor, and manage a team of WFM professionals, fostering a collaborative and high-performance work environment.
• Develop and manage employee schedules to ensure adequate coverage and efficient use of resources.
• Analyze historical data and trends to forecast staffing needs and ensure alignment with business demands.
• Identify opportunities for process improvements and implement strategies to enhance workforce efficiency.
• Ensure compliance with labor laws and organizational policies related to workforce management.
• Work closely with other departments to understand their staffing needs and provide support in workforce planning.
• Provide training and development opportunities for WFM team members to enhance their skills and knowledge.
• Address and resolve any workforce-related issues or conflicts that arise.
• Performance and RCA of the previous day, clearly indicating gaps and opportunity areas.
• Intraday outlook for the day along with operational constraints for the day to be recorded and mitigation plan modified accordingly & agreement from operation on suggested plan
• Analyze & highlight gap between scheduling output and actual performance.
• RTA handover to be recorded, summarized and content should be available for future reference and learnings.
• End to end knowledge of tools used by RTA and Agent.
• Prepare a skill progress report for the team.

Additional QUALIFICATIONS

• Experience: Proven experience in workforce management or a related field, with at least 2-5 years in a leadership role.
• Skills: Strong analytical, problem-solving, and organizational skills. Excellent communication and interpersonal skills. Proficiency in WFM software and tools.
• Proficient in MS Excel

Preferred Attributes:

• Ability to work under pressure and manage multiple tasks simultaneously.
• Strong attention to detail and commitment to data accuracy.
• A proactive approach to identifying and solving problems.